Application Support Analyst

KRISTIAN JOVEN SOMBRITO ZABALA

**-* ***. ******** **., Barangay Kapitolyo, Pasig City

Mobile: +63-917-*******

Email: adf63g@r.postjobfree.com

Objectives

To impart gained knowledge and skills from professional experience and to find a challenging position to meet my capabilities and competencies.

Qualifications

Results-oriented, highly motivated, resourceful, and competent. Resolves in-depth queries in a methodical manner, and possesses a strong commitment and dedication for work. Enjoys sharing knowledge and encourage development of others to achieve specific team goals. Able to work harmoniously in a multi-cultural atmosphere and highly adaptable to ever changing circumstances. Excellent verbal and written communication skills and Computer literate in programs like MS Office such as Word, Excel and PowerPoint

Personal Particulars

Date of Birth : September 23, 1985

Place of Birth : Quezon City

Nationality : Filipino

Height : 5’11

Religion : Roman Catholic

Education : San Beda College

Bachelor of Science in Nursing

S.Y. 2004 - 2008

Work Experience

Infor PSSC Inc.

Bonifacio Global City, Taguig, Philippines

November 2012 – Present

Application Support Analyst (HCM)

Provides application and functional support on applications usage to end-users.

Educate clients and explain features and functionality of software applications.

Investigates, troubleshoots, and reproduce issues, provide fixes and workarounds.

Support includes troubleshooting Infor’s Talent Management System. Specifically, Global Human Resources Management, Performance Management, Learning and Development, and Talent Acquisition.

Troubleshoots customer’s HTML5 issues using Fiddler debugging proxy server tool.

Troubleshoots customer’s Talent Management System customization (e.g. look-and-feel changes to menus, pages, and various user interface objects and actions) using the Configuration Console tool.

oSupport also includes:

- Security Creation and modification of security classes.

- Maintenance of actor, identity, and role records.

Provides progress updates in relation to Incident and/or Defect investigations and diagnosis activities to the Customer.

Serves as technical focal point with other teams to resolve cross product/solution issues. Collaborates with a variety of resources including development to document software defects and customer suggestions.

Escalation / Re-prioritization of trouble tickets with the internal service delivery organization based on customers’ request.

Handles day to day ticket queries, incident management, and prioritizing tasks and requests.

Conveys customer feedback to product development staff via Jira issue tracking application.

Contributes to the knowledge base by authoring and editing articles to share current information with team members.

Assists less experienced Analysts and serves as a resource for others as needed.

Automatic Data Processing (ADP) Philippines, Inc.

Makati City, Philippines

January 2012 – November 2012

HR & Benefits Senior Analyst

●Responsible for supporting US based clients through their annual benefits enrollment process. This includes all project coordination activities in coordinating ADP resources as necessary and ensuring that all necessary ADP-specific tasks are accomplished on time and as required.

●Served as the ADP project coordinator during the client’s benefits enrollment period across all ADP-related tasks and requirements.

●Accountable for client’s successful benefits enrollment.

●Coordinates and manages ADP-related resources and tasks. ADP tasks may include connection development and/or maintenance, open enrollment training, and applicable configuration of other ADP products (e.g., payroll, COBRA, FSA, etc.).

●Manages all tools and resources related to the benefits enrollment process and serves as a benefits enrollment expert throughout the ADP Major Accounts HR and Benefits Services organization.

●Supports various levels of HR clients to provide prompt and thorough responses to all types of service inquiries for Major Account clients.

●Performs special projects as determined necessary by the Benefits Enrollment Manager.

IBM Global Process Services

Quezon City, Philippines

April 2011 – August 2011

HR Learning Practitioner – Offering

●Responsible for the creation/modification/expiration/editing of courses to be made available on the IBM Training website and the Training Finder so that classes can be scheduled and external students can enroll in the classes.

●Review and verify course information for completeness of data.

●Ensuring all course offerings created/modified/expired/edited are in the appropriate lifecycle status to feed downstream, and approved by Finance.

●Troubleshoot problem transactions as required.

●Communicate to the customer when the request has been completely processed.

●Accomplished assigned task with high level of accuracy and quality, and within the Service Level Agreement.

February 2009 - August 2011

HR Customer Interface Associate

●Handled payroll, compensation, and benefits concerns and queries from US based clients.

●Resolved client’s concerns efficiently and professionally by applying complete knowledge of company rules and regulations.

●Quick and attentive in offering informative answers to client’s questions, and queries.

●Displayed professional and courteous service in responding to client’s requests and queries.

●Accomplished assigned task with high level of accuracy and quality, and within the Service Level Agreement.

●Documented conversations with clients.

●Performed other duties, as required.

Systems Knowledge

Working knowledge on Talent Management System (Lawson Talent Management), and JIRA (Issue tracking application).

Character References

Available upon request

Contact this candidate