Millard Aquino
Support Engineer
Bulacan
Work Preference
Summary
I am a Support Engineer at Support Ninja with over four years of experience, including more than three years in IT Support, working on Platforms and Retail projects with several company Technologies, including SAP Hybris, SnowFlake, Metabase, AWS and Jenkins.
My professional experience includes technical troubleshooting, support management, and vulnerability analysis. I have contributed to maintaining system reliability and minimizing downtime through proactive issue resolution and performance optimization.
Overview
4
4
years of professional experience
Work History
Support Engineering - Support Ninja L3
Simon AI
08.2025 - 11.2026
- Investigated application errors and reproduction steps to identify likely causes before escalation.
- Documented troubleshooting findings and support actions in clear case notes for future reference.
- Monitored production systems for service disruptions and confirmed issue status during active incidents.
- Validated releases after deployment to confirm core application functions remained stable.
- Coordinated with internal teams to clarify issue scope and align next steps on unresolved cases.
- Diagnosed and resolved complex, high-priority Tier 3 technical escalations involving Simon AI platform APIs, system integrations, and core infrastructure bugs.
- Analyzed application logs and system metrics using advanced diagnostic tools to isolate root causes, reducing mean time to resolution (MTTR) for critical bugs.
- Collaborated closely with cross-functional product and engineering teams to patch software bugs, test hotfixes, and deploy permanent code solutions.
- Documented troubleshooting steps, fixes, and escalation details to improve consistency across support cases.
Packaged App Development Associate
Accenture
07.2022 - 08.2025
- Track incident tickets weekly and route issues through application support and resolution tracking.
- Develop training manuals, guides, and course materials to strengthen team onboarding and day-to-day reference support.
- Build and integrate a MySQL database into a Java application to support structured data management.
- Implement full CRUD operations in Spring Boot to expand application data handling capabilities.
- Improve SAP Hybris platform performance and user functionality through targeted product enhancements.
- Mentor peers on SAP Hybris issues and maintain stakeholder alignment on project goals and expectations.
AMS Hybris L2 Support
Dyson
01.2023 - 07.2025
- Completed 3 post-deployment checks weekly by validating website functionality, running scripts, and supporting go-live activities.
- Resolved production incidents involving order flows, coordinating with SAP S/4, Salesforce, and Mulesoft integrations to restore service stability.
- Supported test-environment setup for products, pricing, stock levels, and promotions by identifying data sources and reproducing defects.
- Created flexible search queries in Hybris to speed data access and support order reprocessing, product extraction, and DSR handling.
- Collaborated with Devs, QA, and Product Owners to troubleshoot defects, support test case development, and improve issue analysis.
Education
Bachelor of Science - Information And Communication Technology
Bulacan State University
Malolos, Province Of Bulacan, Philippines07-2022
Skills
Incident management
Application support
Ticketing systems
Issue and resolution tracking
Technical documentation
Technical analysis
Remote support
Production monitoring
Release support
Incident triage
Post-deployment validation
Application monitoring
MySQL support
SAP Hybris
Stakeholder communication
Cross-functional collaboration
SQL querying
ITIL processes
Timeline
Support Engineering - Support Ninja L3
Simon AI
08.2025 - 11.2026
AMS Hybris L2 Support
Dyson
01.2023 - 07.2025
Packaged App Development Associate
Accenture
07.2022 - 08.2025
Bachelor of Science - Information And Communication Technology
Bulacan State University