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Michael P. — Mid-Level Application Support Analyst from Philippines

Michael P.

Mid-Level Application Support Analyst

Philippines 6+ years
Open to offersNew to Platform
Languages
TagalogEnglish
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About

Michael P. is a highly skilled Application Support Analyst currently employed at EMAPTA Philippines. With extensive experience in technical support roles across leading organizations, he excels in Technical Troubleshooting & Root Cause Analysis, Customer Relationship Management, and SLA Adherence & Ticket Management. Michael is proficient in platforms like Zendesk and SAP SuccessFactors and utilizes tools such as ServiceNow and JIRA to ensure efficient support for complex applications like Talent|REWARD and UKG. He has demonstrated an exceptional capability in incident prioritization, triage, and resolutions, collaborating effectively with development and configuration teams to enhance user experience. Recognized for his prowess, Michael earned the "Ticket Sweeper Award" at Emerio Philippines and was acknowledged as a Subject Matter Expert at Willis Towers Watson. His dedication is further exhibited through mentoring roles and quality assurance initiatives in technical support.

Experience

  • Application Support Analyst

    EMAPTA Philippines (G&A Partners) · 2026 — Present
    Deliver expert-level technical support through various channels such as chat, email, phone, and video. Act as an advisor by understanding customer needs and advocating for effective solutions. Collaborate effectively with internal teams to enhance products and provide a seamless support experience.

  • Technical Support Specialist Engineer

    Zendesk Incorporated · 2023 — 2026
    Provide frontline application support focused on workforce management solutions including timekeeping and PTO administration. Troubleshoot and resolve issues related to employee time clocks, timesheets, and mobile app functionality. Collaborate with payroll, HR, and technical teams to address complex issues and maintain a seamless user experience.

  • Software Support Analyst

    Willis Towers Watson (WTW) · 2020 — 2023
    Provide frontline support for the Talent|REWARD application suite, managing client requests through email, phone, and portal. Handle incident prioritization and resolution while ensuring strict compliance with SLA timelines. Conduct quality audits on ticket handling and deliver training to new hires.

  • Phone Support Analyst

    Emerio Philippines Inc. (WTW) · 2018 — 2020
    Resolve technical issues using SAP notes and internal knowledge base articles. Conduct in-depth root cause analysis and collaborate with development teams. Maintain customer satisfaction while delivering real-time support for login and access issues through calls and emails.

  • Cloud Support Engineer

    Sykes Asia Inc. (SAP SuccessFactors) · 2018 — 2018
    Handle multiple client projects while providing direct communication with consultants. Transition live projects to ensure alignment with client expectations.

Skills & Expertise

Technical Support SpecialistCustomer Service

Education

  • High School
    San Joaquin - Kalawaan High School · 2006 — 2010
  • Bachelor of Science in Computer Science
    Gateways Institute of Science and Technology · — — 2010

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