Josen L.
Mid-Level Application Support Specialist
Open to offersNew to PlatformAbout
Josen Leah A. is an experienced Application Support Specialist currently employed since June 2023. In this role, she has been instrumental in guiding users through the initial phases of application onboarding, supporting them with subsequent issues, and working closely with the application development team, IT staff, and project managers to enhance applications. Her expertise spans a range of technical proficiencies, including SQL Database Management, AWS Cloud Services, and application monitoring tools like Kibana, Sentry, and RabbitMQ. Josen Leah has a solid background in handling application support tasks, having also served as an Application Support Engineer at Avantice Corporation from 2018 to 2023, where she developed and maintained extensive support documentation and conducted rigorous testing and deployment processes. She is proficient in maintaining ticketing systems such as Management Engine Service Desk, Jira, and Salesforce, ensuring a positive customer support experience. With a Diploma in Communication Management Technology from the Polytechnic University of the Philippines, she brings a comprehensive understanding of communication and technology management to her roles.
Experience
APPLICATION SUPPORT SPECIALIST
Iyuno PH · 2023 — PresentGuided users through the application onboarding phase and provided ongoing support during their usage of the applications. Troubleshot issues reported by end users and collaborated with the application development team, IT staff, and project managers for application development. Developed and maintained a knowledge base using documentation and support experiences. Logged all issues and feature requests in Management Engine ServiceDesk. Ensured a positive customer support experience while maintaining confidentiality regarding the provided media and system aspects.APPLICATION SUPPORT ENGINEER
Avantice Corporation · 2018 — 2023Functioned within the IT Software Development Team to resolve production issues following formal escalation processes and procedures. Involved in bulk updates deployment of products and conducted testing, providing User Acceptance Testing (UAT) while managing system production rollouts. Handled applications used by supported banks, addressing all necessary issues per application. Contributed to and maintained the application support knowledge base while fostering strong client relationships. Took ownership of each issue, managing requests or incidents from initiation through to resolution. Liaised with business users and infrastructure teams to ensure timely resolution of production issues and executed appropriate corrective actions. Performed application maintenance housekeeping activities, monitored and resolved server outages via Remote Server Connection in Windows Server; supported product-related issues across Mobile Web, Mobile App, and Desktop modules.EMAIL SUPPORT
MDT Technology and INC · 2016 — 2018Provided email support services, addressing customer inquiries and resolving issues through various electronic communication channels.COMPUTER OPERATOR
Cybersoft Content Services Inc. · 2015 — 2016Performed duties as a computer operator, managing computer systems and ensuring smooth operations within the organization.AOP PROCESSOR
BPI Globe BanKO · 2014 — 2014Handled AOP processing tasks, managing specific operational duties to support banking functions.
Skills & Expertise
Education
- Diploma in Communication Management TechnologyPOLYTECHNIC UNIVERSITY OF THE PHILIPPINES · 2011 — 2014
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