Angelica Beronio
Paranaque City
Summary
Senior Application Support Analyst
Professional support engineer with thorough understanding of application systems and client needs. Proven ability to address and resolve technical challenges, ensuring minimal downtime and optimal performance. Known for strong collaboration and adaptability, consistently meeting team goals and driving successful outcomes.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Application Support Engineer
ICAP Management Services Ltd
05.2019 - Current
- SME of internal trading applications
- Spearheaded migrations of the application and projects within the team
- Acted as Team Lead/ Escalation
- Level II support that troubleshoots high priority incidents and requests escalated by the business
- Handled more than 10 applications internally
- Monitored and oversees all trading application functionality and performance of system environment
- Supported software integration and implemented maintenance enhancements / Deployments and upgrades of systems or applications
- Created documentation that describes application setup and procedure on how to accomplish task (Runbook for installation procedure, Remedies to Known Application Problems and Trouble Shooting Steps)
- Maintains effective customer relationships and identified future business opportunities to support and strengthen corporation mission.
- Enhanced end-user experience by troubleshooting and resolving complex application issues in a timely manner.
- Mentored junior support engineers to improve their technical skills and problem-solving abilities, fostering a strong support team environment.
Application Operations Engineer
ANZ Global Services and Operations
02.2015 - 05.2019
- Supported Level 2 Support for end-to-end application for Technology Group Operations and Shared Services (e.g. internal users other BAU)
- Focused on Incident, Problem and Change Management Process Responsible for analyzing and monitoring application performance, exhausting any means of company tools
- Used ServiceNow to track, maintain and update trouble tickets.
- Installed, configured and provided ongoing configuration management for 4 custom applications.
- Provided updated patches for operating systems and system configuration to improve efficiency
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
Infrastructure Analyst (UAT - Specialist)
Citibank N.A
07.2011 - 01.2015
- Monitored UAT problems and coordinate with technical support and developers to isolate and resolve problems
- Performed batch environment reporting and schedule regular housekeeping maintenance of UAT environment
- Batch Scheduler (Jobs and Schedules for Midrange and Mainframe)
- Worked well in a team setting, provided support and guidance to junior specialist
Education
Bachelor of Science - Information Technology
AMA Computer University
Quezon City05.2011
Associate Degree - Software Development and Office Productivity
Centro Escolar University
Malolos, Bulacan05.2008
Skills
AWS cloud platform, Windows Server Operating System, AppDynamics, Unix/Linux Operating System, Solace Admin, Tibco, ITRS Geneos Console, JIRA, Confluence
Cloudbees/Jenkins, Splunk, Thycotic/ Delinea, ServiceNow, Mainframe, Midrange (TWS), CICS, Incident management
Certification
Information Technology Infrastructure Library (ITIL®v3 | EXIN)
OTHER INTERESTS
Loves to travel. Food explorer. Shutterbug.
Timeline
Senior Application Support Engineer
ICAP Management Services Ltd
05.2019 - Current
Application Operations Engineer
ANZ Global Services and Operations
02.2015 - 05.2019
Infrastructure Analyst (UAT - Specialist)
Citibank N.A
07.2011 - 01.2015
Information Technology Infrastructure Library (ITIL®v3 | EXIN)
Bachelor of Science - Information Technology
AMA Computer University
Associate Degree - Software Development and Office Productivity
Centro Escolar University
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