Jessica Atwood
Carrollton,TX
Summary
Application Support Lead with expertise in incident management and team leadership, delivering swift resolutions to complex issues while enhancing client support. Proven ability to troubleshoot effectively and address emergent challenges promptly.
Overview
18
18
years of professional experience
Work History
Application Support Lead
Alkami
Plano, TX
02.2022 - 01.2026
- Supported resolution of complex and escalated incidents to enhance client satisfaction.
- Monitored client escalation paths, ensuring prompt responses and effective resolutions.
- Identified issues before they could impact clients.
- Monitored team member metrics and coached individuals to improve performance.
- Provided ongoing training to team members in tools and processes.
- Trained new hires on tools and processes, and helped them be set up for success at the company.
Application Support Engineer
Alkami
Plano, TX
06.2017 - 02.2022
- Delivered application support for financial institutions, contributing to on-call rotation for timely issue resolution.
- Familiar with many banking cores, including Symitar, Corelation Keystone, CoreAPI, and various JHA cores.
- Executed data analysis and reporting tasks using MSSQL, including searching, inserting, and modifying data for investigations.
- Conducted advanced log analysis utilizing raw files and aggregation tools to identify and troubleshoot application issues.
Support Engineer
Microsoft
Irving, Texas
12.2016 - 06.2017
- Provided elevated Level 3 technical support for a cloud-based application and mobile app.
- Acted as the primary escalation point for technical issues, facilitating timely resolutions and customer satisfaction.
- Supported Tier 1 and Tier 2 reps by providing guidance and technical expertise, enhancing overall support effectiveness.
- Aligned processes between acquired company and Microsoft during acquisition of web application, ensuring seamless integration and operational continuity.
- Processed payments and refunds.
Application Technical Support Analyst II
HomeTelos L.P.
Addison, Texas
12.2008 - 10.2016
- Delivered phone and email support to clients for multi-application suite, ensuring timely resolution of issues.
- Escalating and handling outage tickets, monitoring for emerging issues proactively, and engaging Development to handle critical issues before they can become large-scale incidents.
- Participated in application development lifecycle, contributing to requirements, wireframes, LOE estimates, QA, release notes, client training, and production release, while serving on Change Control Board.
- Post-incident, I helped compile after-action reports for delivery to clients and upper management.
- Compiled and maintained reports for internal management and external clients, highlighting SLA performance and KPI metrics.
- Utilized MSSQL to efficiently search, insert, and modify data for various applications.
Support Technician
B Braun Medical
Carrollton, TX
04.2008 - 12.2008
- Troubleshot and provided diagnostics, offering detailed calibration and repair instructions to enhance device reliability.
- Performed physical repairs on devices, restoring functionality and minimizing downtime.
- Interface with shipping companies and warranty service orders. Required SAP use.
Technician
Computer Sciences Corporation
Coppell, Texas
10.2007 - 02.2008
- Provided network and PC support, managing Active Directory and Office applications.
- Monitored and enforced security protocols for government and classified clients.
- Handle heavy call volumes, 80 to 100 calls per day.
Education
Some College (No Degree) - Fine Arts
Plymouth State University
Plymouth, NHSkills
- Incident management
- Application support
- SQL database management
- Log analysis
- Technical training
- Client relationship management
- Process improvement
- Performance monitoring
- Team leadership
- Effective communication
- Problem solving
- Attention to detail
- Coaching techniques
- Escalation management
- Customer support
- Ticket management
- SQL report creation
Affiliations
Board Member, Creature Arts - 2008 to Current
Timeline
Application Support Lead
Alkami
02.2022 - 01.2026
Application Support Engineer
Alkami
06.2017 - 02.2022
Support Engineer
Microsoft
12.2016 - 06.2017
Application Technical Support Analyst II
HomeTelos L.P.
12.2008 - 10.2016
Support Technician
B Braun Medical
04.2008 - 12.2008
Technician
Computer Sciences Corporation
10.2007 - 02.2008
Some College (No Degree) - Fine Arts
Plymouth State University