Paul J.
Senior Software/Application Support Engineer
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About
Paul J., an accomplished Lead L2 Support Application Engineer, is a solutions-driven professional with over seven years of industry experience. Based in the Philippines, currently at Navagis, Inc., he leads a high-performing support team, efficiently managing incident resolution processes to enhance application service levels and user satisfaction. Paul's expertise extends into programming and troubleshooting, with a notable proficiency in Google Cloud Instances and database administration. His dedication to process improvement is evident through his role in developing a comprehensive knowledge base and his collaborations with development and business teams to resolve complex technical issues. Previously, Paul excelled as an IT Specialist at Taking You Forward, Inc., where he managed network and server operations, continuing to impress with his data analysis and system administration skills. His training includes Google Maps Technical Credential Training, and his education features an Associate of Information Technology from System Institute of Technology in Cebu City.
Experience
Lead Support - Software/Application Engineer
Navagis, Inc. · 2017 — PresentDirected a high-performing support team and managed incident resolution processes to ensure timely responses. Maintained application service levels and enhanced user satisfaction while identifying recurring issues to mitigate future incidents. Developed a comprehensive knowledge base for troubleshooting and set performance metrics for the team. Collaborated with development, infrastructure, and business teams, and conducted root cause analysis to address technical problems. Provided guidance to clients and third-party vendors through phone, email, or chat until resolution. Escalated unresolved issues appropriately and contributed to system updates and roll-outs. Oversaw issue logging using in-house ticketing software and administered Google Cloud Instances/Server and databases.IT Specialist - (Tier 2 Support)
Taking You Forward, Inc. · 2014 — 2017Handled dialer, network, server, and database administration. Diagnosed and resolved complex technical issues while identifying root causes of problems. Communicated technical issues and solutions to customers, escalating matters to Tier 3 support as needed. Created and maintained a knowledge base to document solutions and best practices while managing network connectivity issues. Oversaw server, virtual machine, and database maintenance. Provided support for specific software applications and investigated security threats to ensure the smooth operation of IT systems.
Skills & Expertise
Education
- Diploma of Associate of Information TechnologySystem Institute of Technology · — — 2013
- Bachelor of Science in Electronics and Communication EngineeringCebu Institute of Technology · — — 2007