ROVI ZARAH FRANCISCO
Saint George,United States
Summary
Skilled Application Support Analyst with background in technical troubleshooting, system enhancements, and user training. Strengths include strong communication skills, ability to handle high-pressure situations, and knack for identifying areas for improvement in software applications. Previous roles involved successfully resolving complex application issues, improving system functionality, and enhancing user satisfaction.
Overview
8
8
years of professional experience
Work History
APPLICATION SUPPORT ANALYST
Elite
Manila, Philippines
12.2023 - 07.2024
- Supervised and maintained applications and servers, enhancing system reliability.
- Addressed client concerns and resolved tickets related to the 3E application.
- Fixes data issues, reports bugs, and assigns them to the dev team.
- Supports and maintains 3E applications and servers.
- Fixes data issues through the back end and database.
- Oversaw database functionality and conducted routine maintenance to support system efficiency.
- Tests report bugs and assign bug issues to the dev team.
- Monitored system performance metrics to identify potential problems before they occur.
- Collaborated with other teams such as network engineering and framework team to troubleshoot complex issues.
- Implemented best practices regarding security protocols for protecting sensitive data.
- Assisted in the development of user documentation for new applications and features.
- Troubleshot program and system malfunctions to restore normal functioning.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Tested, maintained and monitored computer programs and systems.
- Administered user account access, handling credential assignments, permission distribution, and the removal of defunct users.
APPLICATION SUPPORT ANALYST
Thomson Reuters
Manila, Philippines
09.2021 - 12.2023
- Monitored and maintained applications and servers, guaranteeing system reliability and uptime.
- Resolved client concerns and tickets related to the 3E application.
- Identified and fixed data issues, documented bugs, and coordinated with the development team for resolution.
- Addressed data discrepancies through back-end and database interventions.
- Tests report bugs and assign bug issues to the dev team.
- Maintained up-to-date knowledge of current industry trends related to application support.
- Performed root cause analysis of application issues and identified solutions.
- Analyzed customer requirements to determine compatibility with existing systems.
- Used computer in analysis and solution of business problems.
- Supported internal and external user requests for technical intervention on software titles.
- Maintained quality-focused performance benchmarks and schedules when directing project teams.
- Troubleshot application errors by reviewing log files and system configuration settings.
- Monitored system performance metrics to identify potential problems before they occur.
- Created detailed reports summarizing system performance metrics and user feedback.
- Collaborated with other teams such as network engineering and database administration to troubleshoot complex issues.
- Implemented best practices regarding security protocols for protecting sensitive data.
- Handled user account access management, assigning credentials, distributing permissions and terminating defunct users.
- Assisted in the development of user documentation for new applications and features.
- Escalated technical issues to development or technical operations team following prescribed support guidelines.
- Prepared and presented technical proposals for clients.
- Gathered user requirements and preferences for application changes, integrating feedback into subsequent patching schedule.
- Analyzed performance indicators and computer printouts to locate and fix code problems.
SYSTEM ADMIN/SUPPORT ANALYST
RightSize
Manila, Philippines
03.2021 - 08.2021
- Provided comprehensive support and administration for HCL Domino Notes applications.
- Managed HCL Domino Server, enhancing system efficiency and uptime.
- Oversaw maintenance of HCL Dominos until cessation of team operations.
- Set up servers to enhance operational efficiency and maintain system integrity.
ASSISTANT SYSTEMS SPECIALIST
PCCW
Manila, Philippines
11.2020 - 02.2021
- Monitored and supported the operation of legacy systems.
- Updated and supported legacy e-commerce websites, ensuring a seamless user experience.
- Reviewed logs to diagnose and address system-specific issues.
- Utilized level 2 database to perform data corrections.
- Investigated potential security threats or breaches as they arose.
- Worked effectively in team environments to make the workplace more productive.
SOFTWARE ENGINEER / APPLICATION SUPPORT
Accenture
Manila, Philippines
08.2018 - 08.2020
- Worked closely with systems analysts, engineers and programmers to understand limitations, develop capabilities and resolve software problems.
- Established clear system performance standards and wrote specifications.
- Integrated third-party APIs and services to enhance software functionality and interoperability.
- Modified existing software to correct errors, adapt to newly implemented hardware or upgrade interfaces.
- Performed troubleshooting of post-release software faults to support live service and installed software patch design.
- Utilized variety of engineering languages to develop web applications.
- Developed and maintained scalable software applications for various platforms.
- Programmed applications and tools using object-oriented languages with goals of code abstraction, stability and reuse.
- Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
- Implemented robust code in multiple programming languages including Java, C++, and Python.
- Designed and executed comprehensive test plans to identify software vulnerabilities and bugs.
- Performed detailed QA assessments to maintain application standards and resolve issues.
- Provided timely solutions to maintain application uptime and performance.
NETWORK OPERATIONS / TECHNICAL SUPPORT INTERN
Landbank
Manila, Philippines
08.2017 - 01.2018
- Delivered remote assistance to address and fix technical problems for users.
- Provided technical and hardware support to ensure seamless network operations.
- Configured and deployed necessary software and applications for banking operations.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Provided feedback on customer satisfaction surveys to improve services offered by the company.
- Assisted supervisors with troubleshooting and technical support tasks.
- Provided guidance on best practices when using specific software programs or applications.
- Received incoming mail, sorted packages and delivered items to appropriate staff members.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Handled and organized documentation and records.
- Reformatted computers and upgraded hardware to enhance system performance.
GRAPHICS DESIGN / WEB DESIGNER INTERN
Far Eastern University
Manila, Philippines
05.2016 - 08.2017
- Designed and implemented a university website, improving navigation and usability.
- Designed and produced multimedia content for the university's social media channels.
- Created media assets for the university for daily and special occasions.
Education
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY MAJOR IN DIGITAL ARTS
Far Eastern University Institute of Technology
Manila, Philippines01.2018
Skills
- Application maintenance
- Systems administration
- Data analytic tools (Azure, Splunk)
- Manual log readings
- Database SQL
- Application upgrades
- Ticket management
- Software debugging
- Incident management
- Document configuration
- Software installation
- Windows Server 2016 - 2022
- Putty
- Linux commands
- Web services
- API integration
- Mobile applications
- Quality assurance and testing
- Web integrating (RESTful services, JSON, XML, SOAP)
- Microsoft Office applications
- Defect identification
- SOAPUI knowledge
- Applications such as Oracle database, Eclipse, SVN
- Scrum management (Azure DevOps)
- CRM handling (Salesforce)
- Constructing, documenting, and updating KB contents
- FTP with servers
- Admin management roles
Timeline
APPLICATION SUPPORT ANALYST
Elite
12.2023 - 07.2024
APPLICATION SUPPORT ANALYST
Thomson Reuters
09.2021 - 12.2023
SYSTEM ADMIN/SUPPORT ANALYST
RightSize
03.2021 - 08.2021
ASSISTANT SYSTEMS SPECIALIST
PCCW
11.2020 - 02.2021
SOFTWARE ENGINEER / APPLICATION SUPPORT
Accenture
08.2018 - 08.2020
NETWORK OPERATIONS / TECHNICAL SUPPORT INTERN
Landbank
08.2017 - 01.2018
GRAPHICS DESIGN / WEB DESIGNER INTERN
Far Eastern University
05.2016 - 08.2017
BACHELOR OF SCIENCE - INFORMATION TECHNOLOGY MAJOR IN DIGITAL ARTS
Far Eastern University Institute of Technology
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