Application Support

JACKY JOSEPH, JR

Sr. Application Support Professional

Note: Jacky is local for this role, comfortable with three days onsite, and available to start immediately. He requires 24–48 hours' notice to schedule an interview.

Skill Matrix:

Top Skills required for the role

Experience – in years

Rating (1- 10 being the highest)

Last used in

Application Support

10+

9

Dollar Tree, Abbott and Optum

ITIL

8+

9

Dollar Tree, Abbott and Optum

ServiceNow

8+

9

Dollar Tree, Abbott and Optum

Pharma Industry

10+

9

Dollar Tree, Abbott and Optum

WRITE-UP:

Experienced Senior Application Support Professional with expertise in managing Managed Service Provider (MSP) teams and IT service operations.

Skilled in ServiceNow, ITIL methodologies, and SLA management, ensuring seamless application support for large-scale environments.

Strong background in data engineering solutions, data warehouse support, and troubleshooting technical incidents.

Adept at stakeholder communication, vendor management, and leading run support for enterprise applications.

Extensive experience in the pharmaceutical industry, supporting R&D applications, regulatory systems, and ensuring compliance with industry standards.

Proven ability to drive process improvements, optimize monitoring tools, and ensure compliance with IT best practices.

SUMMARY:

Accomplished senior professional with 20 years’ experience in Customer Service, computer Operations, Help Desk Support as well as Team Lead and Supervisor experience in a large global environment and data centers, with mixed computing environment including Unix, Windows, and mainframe. Progressive years providing support to tens of thousands of users worldwide, earning a solid reputation for productivity, more than 7 years of experience supporting CEO’s principals, partners, and associates. Known for approachability, calm demeanor, excellent communication, and diagnostic skills. A Self-starter known to initiate processes and suggest system improvements to increase system stability as well as staff productivity.

Highlights:

ITIL Certified and 7+ years monitoring / observability experience.

8+ years of Dynatrace experience monitoring networks and systems and troubleshooting thousands of alerts using Postman, SOAP, MySQL, Splunk.

Configured and edited Dynatrace alerts.

Over a decade of experience with ServiceNow including managing requests and responding to incidents.

EDUCATION

Master of Science in Information Technology, MSIT

Area of study: Enterprise Network/Cloud Computing

CERTIFICATIONS / LICENSURE

Agile Scrum / Scrum Master

ITIL v3 Foundation

Foundations of Cybersecurity

Play it Safe: Manage Security Risk

Connect and Protect: Networks and Network Security

Tools of the Trade: Linux and SQL

Assets, Threats, and Vulnerabilities

Sound the Alarm: Detection and Response

Automate: Cybersecurity Tasks with Python

Practical Cybersecurity for IT Professionals

Wireshark Functionality

Wireshark and Forensics

Intro to DevOps

KEY SKILLS:

Networking & Security: DHCP, DNS, Group Policy, TCP/IP, Cisco VPN Client, Cybersecurity, Managed Service Support, CMDB, Service-Now, Trade Automation

Virtualization & Cloud: Hyper-V, VMware Horizon, Azure, Citrix, Zabbix, Grafana

System Administration: Active Directory, AS400, Windows Server (2003/2008/2012/2012r2), SharePoint

Development & Testing Tools: Postman, Soap, Dynatrace, MySQL

Enterprise & Business Applications: SCCM, Cisco Remedy, Mobile Iron, Good Enterprise, MDM, Arriba, SAP-ERP, RxClaims (Book1, Book2, A5, A6), CMES

IT Operations & Automation: Windows Migration, SOTI MobiControl, Amber Roads

EXPERIENCE

Dollar Tree May 2024 – Dec 2024

Application Support Specialist

Attend monthly 1-on-1 meetings with DC Tech Services Managers to discuss upcoming projects and initiatives and provide a report to the Manager of DC Technical Services on the Progress of the current Projects and issues that are currently under way.

Lead project for windows migration windows 10 to windows 11 both manual and SCCM tool.

Maintain a high level of communication with the SSC IS team, the DC Technical Services team and Manager of DC Technical Services.

Manage the DC’s RF, Voice, and end user equipment repair program in getting the equipment fixed and replaced when applicable using vendor portals.

Placing service calls/tickets with support vendors for printers, data center equipment (HVAC, UPS, and Generator) and PC/Server hardware.

Develop and maintain an ongoing positive rapport with end users to enhance the perception of the IS function.

Provide evening and weekend coverage to manage special needs, procedures and emergencies as appropriate.

Assist the DC Technical Services Manager with special projects that may be assigned.

Assist the Director Technical Services with special projects that may be assigned.

Responsible for the installation and configuration of all Infrastructure equipment in the DC utilizing documented guidelines and procedures. This will include hardware and software upgrades, RF equipment, Voice Pick equipment, PDT scanners, and all user hardware including telecom equipment.

Manage the computer room inventories and supplies including necessary forms, labels and printer ribbon inventories.

Manage DC incidents and requests via ServiceNow to ensure service level agreements (SLA) are met.

Work with necessary teams on managing and controlling all access to the computer room to ensure the integrity of the facility while allowing necessary maintenance and upgrades to be completed.

Conduct and maintain an accurate inventory of user hardware, RF and Voice equipment onsite on DC IT Tech Services SharePoint site spreadsheet to be review by DC Technical Services Managers for annual review.

Responsible for troubleshooting end user and network incidents in the DC and placing incidents into ServiceNow to track, resolve, and report on.

Responsible for monitoring, coordinating, documenting, and tracking system backups per SSC IT storage team.

Maintain accurate system policies/procedures, knowledge base documents and runbooks according to the processes developed by the IS Staff at the Store Support Center.

Responsible for submission of all service requests into ServiceNow for new equipment, software, associate moves, adds or changes to our current infrastructure configuration.

Perform preventative maintenance on all infrastructure equipment to include all label printers (Zebras and Oce/SATO), laser printers, etc.

Assist and provide training to Team Members printing labels and processing order files and allocations where required.

Provides on-the-job technical training to all DC Team Members and Managers to ensure systems are utilized properly.

Assist the Maintenance and OPS team with any IT related sortation system issues.

Provide support to DC construction projects, any field offices and stores needing technical assistance.

Responsible for Collaborating and providing secondary support for other DC’s within the network.

Be proactive in recommending improvements in procedures that will increase the efficiency of the facility and staff members in regards to IT-related technical issues and processes.

Abbot Laboratories 2023

System Analyst/Application Support Contract

Supported IT System(s), in a large-scale environment. While utilizing applications such as SQL (queries, troubleshoot basic issues, help build reports. Etc.) reported findings and outlined system upgrades to the Business & IT stakeholders. Actively supported three time zones (PST, CST, EST), as this role supported 3 large business units.

Focused on upgrading an existing Global Trade Management Solution focused on their current export declaration process and assisted in eliminating 100% of existing manual processes.

Collaborated with application vendors and clients. Established application upgrades, tracking, managing and presentation of updates/potential impacts to the business stakeholders, while managing 100% of user access and security.

Primary contact to resolve application/network problems reported to the Help Desk via Service now ticketing system, email and MS team’s chat. resolved 96% of reported problem with first call resolution.

Provided support of Microsoft productivity applications and operating systems as well as 50% of other business applications, supported by Abbott.

Participated 100% on designated projects to facilitate improvements to business processes and/or infrastructure.

Provided 100% support for mobile devices and other equipment used for data collection in production areas.

Coordinated with other technical staff on the Amber Road Project, for 100% completion by project deadline.

Provided engineering support for executing and testing of systems through UAT testing and DEV environment. This included reviewing technical requirements, participating in technical reviews, and evaluating technical solutions.

Optum, Schaumburg, IL 2016 – 2023

Senior Application Specialist (2018 – 2023)

Managed six applications and responsible for uptime of 99%. And all related application errors, enhancements, UI changes and deployments Observability application monitoring and log aggregation

Monitor networks, systems and applications with Dynatrace and troubleshoot related issues.

Configured and edited Dynatrace alerts.

Monitored critical activity occurring across our global platforms, identifying, and researching abnormal performance bringing a quick resolution and providing a root cause and resolution analysis.

Reported work incidents using ServiceNow ticketing system along with Splunk, Postman and MySQL to gather logs details to determine user reported problems associated with Specialty medications, registration, and login problems.

Engaged with internal team both onshore and offshore to discuss and offer solutions for technical outages caused by upstream and downstream applications.

Worked with Drupal application content as a service consumption during down time and place message warnings during system planned and unplanned outages.

Ran SQL queries to verify applied payments, missing payments, customer refunds and nightly audit discrepancies.

Performed software quality assurance testing for desktop applications including tracking errors and updating the report to the team lead for resolution.

Performed all tasks relative to in-house and external communications with clients and members regarding PBM- with prior authorizations, troubleshooting claims, and benefits administration and setup.

Collaborated with Account Management to ensure transparency throughout the installation of builds with regards to temp id cards, drug search configuration and mail-order and or retail-only configuration.

Provided claims with necessary documentation and information to ensure proper testing occurs before going live.

Coordinated with L3 to enter new development request to address client builds or site enhancement requested by clients.

Joined forces with Agile mobile system team to address new migration plan for mobile services and new API services along with bug fixes per change management process and procedures.

Mobile Device Admin (2016 – 2018)

Established and maintain professional business relationships with clients, distributors vendors (AT&T, T-Mobile, Verizon).

Implemented a Mobile Device Management (MDM) solution across the organization, successfully enrolling and managing over 6,500 mobile devices, ensuring security compliance and streamlining device support processes.

Implemented a mobile device management (MDM) strategy that secured over 1500 devices across the organization, enforcing policy compliance and reducing potential security breaches by 35%.

Implemented a mobile device management (MDM) strategy across the organization, encompassing over 7000 devices, significantly enhancing security and reducing risks of unauthorized access through the enforcement of strict compliance and policy guidelines.

Managed a fleet of over 2,000 mobile devices, ensuring a 99.9% uptime by implementing robust mobile device management (MDM) policies and conducting regular system updates.

Maintained physical inventory of mobile devices. Created and maintain reports related to mobile devices.

Deployed devices and provided training on usage of mobile devices including troubleshooting device, connectivity, and application issues.

Installed, removed, and updated applications on mobile devices.

Managed MDM environment and Apple Business Manager account.

Established and maintain professional business relationships with clients, distributors vendors (AT&T, T-Mobile, Verizon).

ZURICH NORTH AMERICA, Schaumburg, IL 2015 – 2016

Mobile Device Admin (contract)

Implemented and maintained mobile device management solutions, administer phone registration and advises on enterprise policies; installs, upgrades, configures, tests, maintains and supports operating system software in a production environment. Manages enterprise-class mobile device management solutions for IOS, Android and Blackberry devices.

Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.

Reviews performance logs and monitors system performance.

Troubleshoots and resolves software and hardware stability problems, Exchange messaging/mobile device interaction.

Installs, configures and tests software packages related to the enterprise environment.

Participate in technical research and development to enable continuing innovation within the Enterprise.

Ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values.

Provides user support and may conduct user software and hardware training to formulate technology solutions and ensure the effective safeguarding and sharing of enterprise data.

Evaluates requests for hardware and software; researches and recommends solutions to technology needs, compatible with the client’s technology architecture and infrastructure and resource constraints.

Performs and/or oversees daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Provides team leadership and technical guidance to less experienced systems administrators Established and maintain professional business relationships with clients, distributors vendors (AT&T, T-Mobile, Verizon).

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