Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

MISSY THOMAS

Springfield

Summary

Multidisciplinary professional with 8+ years of experience across technology support, financial services, and television production. Skilled in process optimization, stakeholder communication, and managing fast-paced projects from start to finish. Adept at navigating technical systems, resolving complex issues, and supporting both internal teams and end users. Combines analytical thinking with a service-first mindset to drive team success across a range of operational environments.

Overview

13
13
years of professional experience
2
2
Certification

Work History

Application Support II

Next Level Solutions
06.2022 - 09.2025
  • Delivered expert-level support for enterprise software applications, troubleshooting technical issues and driving resolutions within SLA timelines.
  • Authored and maintained knowledge base articles, troubleshooting guides, and user-facing documentation.
  • Acted as SME for supported applications, bridging communication between end users, developers, and cross-functional stakeholders.
  • Conducted root cause analyses to reduce recurring incidents, improving long-term application stability.
  • Participated in testing and deployment cycles, ensuring seamless rollouts with minimal user disruption.
  • Collaborated with vendors and internal teams to resolve integration issues and enhance functionality.
  • Recommended process improvements to enhance efficiency within the support team.

Senior Specialist III

JPMorgan Chase
09.2019 - 09.2021
  • Managed escalated customer issues and mentored new hires in service excellence.
  • Provided feedback on product/service performance to drive improvements.

Specialist II

JPMorgan Chase
09.2018 - 09.2019
  • Resolved customer issues with speed and accuracy while exceeding service metrics.
  • Communicated with internal departments and branches to ensure seamless service delivery.

Post Production Coordinator

Freelance Television Production
01.2016 - 01.2018
  • Oversaw scheduling, documentation, and delivery of content to networks.
  • Coordinated with vendors, production staff, and network executives to meet tight deadlines.

Production Assistant

Freelance Television Production
01.2013 - 01.2016
  • Supported all aspects of on-set and post-production logistics.
  • Managed schedules, transcriptions, and administrative tasks across multiple productions.
  • Details on shows/networks available upon request.

Education

High School Diploma -

Central High School
Springfield, MO
01.2006

Skills

  • Application & Technical Support
  • Incident & Problem Management (Root Cause Analysis, SLA Adherence)
  • Documentation & Knowledge Base Creation
  • Cross-Functional Collaboration
  • User Training & Onboarding
  • Monitoring Tools & Performance Optimization
  • Security & Compliance Awareness
  • Customer Service & Escalation Handling

Certification

  • Associates in Insurance (AINS)- The Institutes
  • Certified SAFe 6 Practitioner (SP)- SAFe by Scaled Agile

Websites

Timeline

Application Support II

Next Level Solutions
06.2022 - 09.2025

Senior Specialist III

JPMorgan Chase
09.2019 - 09.2021

Specialist II

JPMorgan Chase
09.2018 - 09.2019

Post Production Coordinator

Freelance Television Production
01.2016 - 01.2018

Production Assistant

Freelance Television Production
01.2013 - 01.2016

High School Diploma -

Central High School

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