Methodical Application Support Analyst accomplished in working with both internal and external vendors to support SaaS applications using standard tools and frameworks. Strong troubleshooting, analytical, and communication skills.
Overview
9
9
years of professional experience
1
1
Certificate
Work History
Application Support Analyst
Alight Solutions
10.2022 - Current
Collaborate with developers, analysts, and project managers to expedite incident resolutions.
Perform software application and disaster recovery testing to guarantee business readiness following fail-overs.
Utilize ServiceNow and JIRA to track, maintain, and update trouble tickets.
Provide support in constructing relationships within the customer base to produce opportunities for expansion and growth.
Manage on-call support for web- and client-based applications, files, and data feeds to prevent impact on the business.
Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
Technical Support Specialist
Arcoro
11.2019 - 10.2022
Maintained a 97% satisfaction rating over 24 months as a Technical & Software Support Specialist
Served as Subject Matter Expert for specific modules in SaaS for internal and external clients
Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Used ticketing systems to manage and process support actions and requests.
Operations Support Specialist
DHI Group, Inc
02.2015 - 11.2019
Chosen by leadership to assist with new hire training and to work on special projects for the Operations team.
Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
Helped meet changing demands by recommending improvements to business systems or procedures.
Education
Cyber Security Certificate - Information Technology
Maryville University
Ohio, United States
06.2025
Skills
Troubleshooting and Diagnosing
Configuration Management
Incident Management
Defect Identification
Disaster Recovery
Ticket management
Software Debugging
ServiceNow
SQL
JIRA
MS Office
Certification
AWS Certified Cloud Practitioner, Amazon - August 11, 2023, through August 11, 2026. Verification code: WQEYS3327EE11HGV
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Application Support Analyst
Alight Solutions
10.2022 - Current
Technical Support Specialist
Arcoro
11.2019 - 10.2022
Operations Support Specialist
DHI Group, Inc
02.2015 - 11.2019
Cyber Security Certificate - Information Technology
Maryville University
AWS Certified Cloud Practitioner, Amazon - August 11, 2023, through August 11, 2026. Verification code: WQEYS3327EE11HGV
References
References available upon request
References
References available upon request
Similar Profiles
Nav SivapathamNav Sivapatham
Senior Client Technology Manager at Alight SolutionsSenior Client Technology Manager at Alight Solutions