Kristen Falies
Richardson
Summary
Dynamic Sr. Application Support Manager at Jack Henry & Associates with a proven track record in enhancing system performance and user satisfaction. Expert in software release management and conflict resolution, I developed training materials that accelerated onboarding and implemented effective troubleshooting techniques, driving continuous improvement and operational excellence.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Sr. Application Support Manager
Jack Henry & Associates
10.2021 - Current
- Developed comprehensive training materials for new team members, accelerating their onboarding process and increasing productivity.
- Evaluated and recommended new software solutions to enhance overall system performance, contributing to the organization''s long-term technology strategy.
- Created detailed reports on application usage trends to inform future development decisions and prioritize feature requests from users.
- Managed cross-functional teams for efficient application maintenance, ensuring optimal performance and minimal downtime.
- Conducted thorough risk assessments before deploying major updates or changes to production environments, minimizing potential disruptions to business operations.
- Established a robust change management process to minimize disruptions caused by application updates or modifications.
- Improved application support processes by implementing effective troubleshooting techniques and diagnostic tools.
- Conducted regular team meetings to review performance metrics, fostering a culture of continuous improvement within the department.
- Collaborated with development teams to identify root causes of recurring issues, resulting in more stable applications for endusers.
- Optimized system performance through proactive monitoring, identifying potential problems before they impacted users.
Application Support Manager
Jack Henry & Associates
06.2013 - 10.2021
- Provided advanced technical assistance to other departments as needed, showcasing expertise in various enterprise applications and systems.
- Enhanced user satisfaction with timely resolution of software issues, providing excellent customer service and communication.
- Championed the adoption of agile methodologies within the support team, promoting collaboration and iterative problemsolving.
- Oversaw vendor relationships for third-party software solutions, ensuring seamless integration into existing systems and workflows.
Implementation and Support Analyst
Jack Henry & Associates
07.1995 - 06.2013
Analyst
Citizens Utilities
06.1994 - 07.1995
Assistant to the Controller
Stockman's Bank
06.1992 - 06.1994
Education
MBA - Organizational Behavior
The University of Texas At Dallas
Richardson, TX12-2003
Bachelor of Science - Finance
Northern Arizona University
Flagstaff, AZ06-1992
Skills
- Conflict resolution skills
- Incident management strategies
- Application security management
- Software release management
- IT system administration
- Management of service level agreements
- Software application troubleshooting
- Issue management
- Effective problem resolution
- Proficient in organization techniques
- Project management
- Support resolution skills
- Incident resolution strategies
Accomplishments
- Managed team of 17 staff members.
- Migrated 200+ customers by to Google Cloud Platform from Azure.
Certification
- Certified PMP, Since 8/24/2008 - Certificate is current
- Six Sigma Blackbelt since April 2019
- Member of the JH Customer Experience team for 7+ years
Timeline
Sr. Application Support Manager
Jack Henry & Associates
10.2021 - Current
Application Support Manager
Jack Henry & Associates
06.2013 - 10.2021
Implementation and Support Analyst
Jack Henry & Associates
07.1995 - 06.2013
Analyst
Citizens Utilities
06.1994 - 07.1995
Assistant to the Controller
Stockman's Bank
06.1992 - 06.1994
MBA - Organizational Behavior
The University of Texas At Dallas
Bachelor of Science - Finance
Northern Arizona University
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