Luz Tellez
Albuquerque,NM
Summary
Detail-oriented Application Analyst with expertise in 24x7 monitoring and swift incident resolution for critical applications. Successfully resolved over 65 incidents and support requests daily while developing standard operating procedures that enhance operational efficiency and consistency across enterprise environments.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Enterprise Command Center Analyst
Fannie Mae
03.2023 - 07.2026
- Monitored technical operations for enterprise-wide applications 24x7 to ensure swift incident detection and resolution.
- Monitored different system alerts (Splunk, Catchpoint, ServiceNow) to promptly identify and address incidents.
- Acted as the first point of escalation for all application teams to begin triage and incident response.
- Resolved over 65 incidents, service requests, and change tickets daily.
- Provided real-time support for internal teams during system outages.
- Communicated incident response updates to leadership (VP & Director) to keep stakeholders informed and aligned.
- Created standard operating procedures for command center operations and incident response to enhance operational consistency.
- Trained new analysts on tools, processes, and best practices in command center environment.
Application Support Analyst (L2)
Fannie Mae
Plano, Remote
05.2017 - 02.2023
- Primary POC for 6 Sox Controlled Highly Critical Analytics Applications and suite of Run Books
- Data migration to Cloud experience - Support 5 application teams' efforts to migrate from on-prem to the cloud
- Updated and executed runbooks monthly to ensure compliance and operational efficiency.
- Managed entitlement processes to maintain proper access control, ensuring security and compliance.
- Executed password resets for various application user accounts to maintain security integrity.
- Delivered downstream data to multiple applications and teams within the SLAs.
- Contributed to SDLC by updating operational procedures, enhancing documentation and process clarity.
- Preparing, Performing, Reporting, Follow-up and Closures of External and Internal Audit requests
- Experience working on B2B configuration management with multiple external customers
- Supporting several AWS jobs & services
Infra Tech Support Associate (L2)
Accenture
San Antonio
01.2016 - 05.2017
- Provided L2 application support for FNMA applications in Capital Markets. for several Capital Markets related FNMA applications
- Maintained application availability and ensured operation according to Service Level Agreement.
- Manually and automatically provide outage resolution support and facilitate restoration of service to production environment; investigate outage cause, impact on user, and resolution
- Disaster recovery testing experience with the Federal Reserve - FED BRT
- Assisted in shell scripting efforts to streamline daily support activities, enhancing efficiency in support processes
- Communicated status of application production outages and error-resolution activities to application community via pages, emails, and phone calls during outages in a 24/7 support environment
- Organized calls with product owners, directors, and analysts to gather operational requirements and clarify their needs
Education
Bachelor of Business Administration - Computer Information Systems
Texas State University
Master of Science - Business Intelligence and Data Analytics
Saint Mary's University of Minnesota
Skills
- Google & AWS AI services
- SQL and UNIX scripting
- Python programming
- ServiceNow management
- Triage escalation
- Incident management
- Jenkins automation
- TIBCO monitoring
- Splunk analytics
- Catchpoint monitoring
- Tableau visualization
- ITIL framework
- Data analysis & Business Intelligence
- KB (Knowledge Base) management
Certification
- ITIL V3
- AWS Cloud Practitioner
- Google AI Essentials
Timeline
Enterprise Command Center Analyst
Fannie Mae
03.2023 - 07.2026
Application Support Analyst (L2)
Fannie Mae
05.2017 - 02.2023
Infra Tech Support Associate (L2)
Accenture
01.2016 - 05.2017
Bachelor of Business Administration - Computer Information Systems
Texas State University
Master of Science - Business Intelligence and Data Analytics
Saint Mary's University of Minnesota