SAMUEL SISSON
Huntersville,NC
Summary
Experienced Application Support Specialist with a strong background in Level 3 support within the financial sector. Proven expertise in resolving critical technical issues, supporting complex production environments, and leading triage efforts. Skilled in monitoring tools, root cause analysis, and collaborating with cross-functional teams to maintain uptime, performance, and compliance in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Application Support Specialist - L3
Bank of America (Full-time Since Oct 2024)
11.2022 - Current
- Provide Level 3 support for critical applications in the financial domain.
- Lead triage and resolution for high-severity production issues.
- Monitor health using Splunk, Dynatrace, and Glassbox to mitigate system risks.
- Support releases, validate deployments, and resolve environment-specific issues.
- Write SQL queries for incident analysis and customer-impact assessments.
- Document knowledge articles and improve internal runbooks.
- Ensure SLA, compliance, and risk adherence during incidents.
IT Manager
The Range Companies
06.2017 - 11.2022
- Managed network, server, and application infrastructure for daily operations.
- Implemented backup and disaster recovery strategies.
- Troubleshot integration issues in data mapping and system workflows.
- Trained users on systems and applications.
- Wrote SQL scripts for reporting and analytics.
Support Specialist
GoDaddy
02.2022 - 08.2022
- Provided Tier 1-2 support for hosting and domain issues.
- Walked clients through troubleshooting steps.
- Escalated complex technical issues to engineering teams.
Skills
- L3 Application & Payment Support
- Incident & Problem Management
- SQL & Log Analysis
- Splunk, Dynatrace, Glassbox
- Technical Triage & Root Cause Analysis
- Release & Change Management
- Monitoring & Performance Optimization
- Cross-Team Collaboration (Dev/Infra)
- Languages/Tools: SQL, Splunk, Dynatrace, Glassbox
- Networking: TCP/IP, DNS, SSL
- Monitoring: Application Health Checks, Synthetic Monitoring
- Incident Management: JIRA, ServiceNow
ADDITIONAL INFORMATION
- Eligible to work in the U.S. without sponsorship.
- Comfortable working on-call rotations and off-hours for incident response.
- References available upon request.
Timeline
Application Support Specialist - L3
Bank of America (Full-time Since Oct 2024)
11.2022 - Current
Support Specialist
GoDaddy
02.2022 - 08.2022
IT Manager
The Range Companies
06.2017 - 11.2022
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