Desired Job Title
Application Services Support SpecialistTechnical Applications Support Developer IImplementation SpecialistSystems EngineerWork Type
Full TimeLocation Preference
RemoteHybridLocation: Denver, CO
Open to relocation: No
Open To Work
Verified
This profile is verified using an email address.
Karen Vogel
Denver,CO
Work Preference
Summary
Customer-focused Application Support and Implementation Specialist with expertise in incident management, system configuration, and UAT across healthcare and financial services. Demonstrates effective de-escalation of customer issues, ensuring SLA adherence and clear communication. Committed to enhancing user experience through training and cross-functional collaboration.
Overview
1
1
Certificate
12
12
years of professional experience
Work History
Application Services Support Specialist
Tata Consultancy Services
Edison, NJ
04.2025 - 06.2026
- Served as primary point of contact for business users, collaborating with vendors and IT teams to resolve incidents, validate fixes, and maintain customer communication throughout resolution of escalated issues.
- Managed ServiceNow incidents, change requests, customer data requests, data imports, and data exports while ensuring accuracy, compliance, and SLA adherence.
- Handled approximately 50 monthly customer support calls, managing each issue from intake to resolution and follow-up across incident management, change management, and application problem resolution.
- Confirm application readiness on test and production servers following patching, maintenance, and release cycles to support uptime and system reliability.
- Apply and test configuration changes in UAT and DEV environments; perform release validation before production deployment.
- Onboarded and mentored new team members on customer service standards, support workflows, and troubleshooting procedures, enhancing consistency of customer experience across team.
- Provided SME expertise for financial services applications such as CardWizard, Encompass (ICE), FIS Data Integrity Manager, Advanced Epic, Synergy, and Loan Loss Analyzer.
- Client: Valley Bank
Technical Applications Support Developer I
Computershare SLS / New Rez LLC
Greenwood Village, CO
08.2022 - 07.2024
- Provided first line of support for internal customers, resolving application, reporting, and website issues while maintaining clear, jargon-free communication and consistent ticket ownership.
- Investigated and resolved functional, performance, and data-related issues across multiple applications, enhancing system reliability through effective diagnosis and problem resolution.
- Manage approximately 30 weekly ServiceNow tickets, maintaining SLA performance and proactive status updates to requesters through closure, including escalated and high-visibility issues.
- Conducted root cause analysis, documented remediation steps and technical procedures, and updated knowledge base to improve long-term system reliability.
- Partner with development teams to deploy SQL packages using SQL Server Management Studio (SSMS), Azure, and Octopus Deploy in support of release management.
- Participate in validation of system updates in DEV, UAT, and production environments to support change management and production deployment.
Implementation Specialist
Entrust
Englewood, CO
07.2015 - 06.2022
- Lead software implementation, installation, configuration, and upgrades of Entrust Instant Issuance solutions for new and existing clients.
- Facilitated client onboarding, data mapping, workflow setup, system configuration, and integration support to ensure successful implementation readiness.
- Deliver remote customer training sessions four times weekly via WebEx, RingCentral, and Zoom, tailoring each session to the client's workflow and skill level to drive adoption and reduce follow-up support volume.
- Provide hands-on post-go-live customer support — issue resolution, user adoption coaching, and application stabilization — acting as the client's escalation path until their production environment was steady.
- Identified and documented software bugs; collaborated with engineering teams to ensure timely validation and resolution of issues.
- Developed and updated SOPs, training materials, and internal documentation to enhance user understanding and streamline processes.
Systems Engineer
CORESTAFF Services
Denver, CO
10.2014 - 07.2015
- Executed release changes and system updates in production environments to ensure system reliability and performance.
- Design and perform system tests to validate functionality and user requirements.
- Collaborated on documentation for new and existing systems to enhance user understanding and operational efficiency.
- Resolve approximately 20 daily support calls from airline staff across multiple airport locations, restoring service quickly under time-critical departure pressure.
- Client: United Airlines
Education
Bachelor of Science - Information Systems Security
ITT Technical Institute
Thornton, COSkills
- ServiceNow
- Incident management
- Application Troubleshooting
- Application Maintenance
- Technical Support
- End-User Support
- Change control
- SLA Management
- Escalation
- De-escalation
- Client Onboarding
- System Implementation
- System Configuration
- Integration Support
- SQL
- SSMS
- Azure
- Octopus Deploy
- SQL Package Deployment
- Data Validation
- Data modeling
- Data transfer
- Quality Assurance
- User Acceptance Testing (UAT)
- Regression Testing
- Release Validation
- Production Deployment
- Root Cause Analysis
- Issue Diagnosis
- Problem Resolution
- Financial Software
- Loan Processing Systems
- Healthcare Applications
- Healthcare IT Systems
- Financial Services Applications
- Risk Assessment Tools
- Data Management Tools
- Collaboration Platforms
- SharePoint
- Confluence
- Jira
- Collaboration
- Microsoft Office 365
- Microsoft Teams
- WebEx
- Zoom
- RingCentral
- Mobile Device Management
- Device Deployment
- Help Desk
- Service Desk Operations
- First-Call Resolution
- Ticket Ownership
- Customer Support
- Customer Communication
- Expectation management
- Status Updates
- Conflict resolution
- Client Relationship Management
- User training
- User onboarding
- Knowledge Transfer
- Documentation
- Technical writing
- Process optimization
- Workflow Optimization
- Problem Solving
- Analytical thinking
- Attention to Detail
- Active Listening
- Customer Empathy
- Adaptability
- Continuous Learning
- Clear Communication
- Prioritization
- Team Collaboration
- Accountability
- First-call resolution
- Accountability
- Adaptability
- Continuous Learning
- Clear Communication
- Prioritization
- First-call resolution
- Team Collaboration
- Mobile device support
- Escalation handling
- SLA compliance
- Software troubleshooting
- Network troubleshooting
Certification
- CompTIA A+
- CompTIA Network+
Timeline
Application Services Support Specialist
Tata Consultancy Services
04.2025 - 06.2026
Technical Applications Support Developer I
Computershare SLS / New Rez LLC
08.2022 - 07.2024
Implementation Specialist
Entrust
07.2015 - 06.2022
Systems Engineer
CORESTAFF Services
10.2014 - 07.2015
Bachelor of Science - Information Systems Security
ITT Technical Institute