Julieta V. Peña
Summary
Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player.
Customer service expertise is a chosen skill.
Overview
9
9
years of professional experience
4015
4015
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Application Support Specialist
Dayforce
04.2024 - Current
- Efficient and effective response and resolution to incidents within internal and externally driven SLAs.
- Improved customer satisfaction by providing timely and efficient support for various applications.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Enhanced application functionality by diagnosing and resolving software issues.
- Collaborated with cross-functional teams to identify and implement system improvements, resulting in enhanced user experience.
- Documenting software defects that are only experienced due to corner cases used by Enterprise clients.
Application Analyst Support
Thomson Reuters
09.2022 - 12.2023
- Experienced on Customer Relationship Management (CRM)
- Effectively managed multiple case priorities from Low to Critical while adhering to established standards
- Achieved an impressive 95.6% average score in 3E Software Training Certification, specializing in Invoice Management (98.75%) and AP/GL (92.5%), critical Aspects of 3E
- Implemented workarounds and documented solutions in Salesforce case management system
- Worked along an International team with presence in the USA, Canada, Europe, Australia and Philippines.
IT Management
Softtek
02.2016 - 09.2022
- Skilled in end-to-end incident management, from ticket creation to resolution
- Proficient in handling incidents across critical (P0) to routine (P4) levels
- Diligently monitored servers for optimal performance and proactively addressed potential issues and responded swiftly to alerts to maintain system reliability
- Proficiently created comprehensive documentation, including Standard Operating Procedures (SOPs)
- Maintained detailed records of processes, procedures, and incident resolutions on ServiceNow.
Education
Universidad Autónoma de Aguascalientes
Aguascalientes, MexicoAccountant Executive -
CBTis No. 39
Aguascalientes, MexicoSkills
System monitoring
Software installation
Problem resolution
Customer support
Incident management
Technical support
ITIL processes
Testing activities
Software
- DocuSign
- INSIST
- 3E Elite
- Genesys
- Informatica PC
- Ariba
- Salesforce
- ServiceNow
- Cisco Call Manager
- Dayforce
Certification
3E Solutions Academy Product Foundations was issued by Thomson Reuters Legal Professional Services.
Timeline
Application Support Specialist
Dayforce
04.2024 - Current
Application Analyst Support
Thomson Reuters
09.2022 - 12.2023
IT Management
Softtek
02.2016 - 09.2022
Universidad Autónoma de Aguascalientes
Accountant Executive -
CBTis No. 39
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