Alisha Thompson

L2 Application Support Admin

PricewaterhouseCoopers (PwC)•  January 2021 - Present

Contracted via Kforce, Tampa, FL 01/2021-08/2022 (became W2 w/ PwC 08/2022 to Current) L2 Application Support • Deliver application support for both web-based and installed applications. • Attend to tickets escalated from Service Desk, end-users, and triaged from partnered IT teams in accordance with ITIL Incident Management methodologies. • Liaise with vendors and fellow IT teams to ensure swift resolutions according to SLA and OLA standards. • Assist with Knowledge Base Article creation to promote knowledge sharing, self-service for end users, and a reduction in ticket volume. • Conduct browser-based troubleshooting and application testing in Internet Explorer, Microsoft Edge, and Google Chrome. • Investigate system failures for applications and endpoints during Major Incident Management investigations. • Log and report system failures to applicable teams to determine trending issues and provide opportunity for correction prior to major user-side impacts. • Execute the L2 On-call escalation procedures for Monitor and Response Incidents. • Review and monitor PROD and Stage servers, restart stopped services via CyberArk, and alert L3 resources in the event of outages. • Assess supported applications for bugs and potential improvements and report these findings accordingly. • Work with service manager and dev teams through API creation process as applicable to supported applications. • Transition knowledge of job role and application specific troubleshooting principles to new team members to assist in their training and development.

Java Developer (Microservices)

Cognizant Technology Solutions•  March 2017 - August 2020

Developer (Client: Verizon – 05/2019-08/2020) • Build Java Spring Microservices with Maven and SonarQube configurations for use with GIS databases. • Write SQL queries for API CRUD functions and work with SQL developers when constructing stored procedures to run on schedulers to maintain info pulled by API. • Test using Postman and Swagger and deploy to DIT, SIT, UAT and PROD via Jenkins Pipeline. • Write J-Unit tests to ensure 100% code coverage for all code deployed in pipeline. • Participate in scrum calls and stand-up meetings and document and follow stories/sprints via Jira. • Gather requirements and coordinate meetings with Product and Business Owners. • Assist Quality Engineering team in functionality and quality testing for APIs on release nights. • Perform Sanity Tests on GUI functions after each release. • Open bridge daily to provide support to users for GIS based applications. • Troubleshoot errors received during GDB file uploads and review database records and files. • Created a repository within Confluence that documented the full onboarding process for new developers; the steps for development, deployment, and associated approvals; the various points of contact involved in the full SDLC. L2 Application Support Analyst (Client: MetLife – 08/2017-04/2019) • Work with business owners, vendors and client representatives to gather requirements, acceptance criteria, and features. Triage with various on-shore and off-shore groups (Follow the Sun). • Act as Queue Master and dispatch tickets to appropriate teams/associates. • Collect data on queue and produce reports on areas for improvement, trends, and employee performance. • Represent team in client meetings to report progress, address questions and raise concerns. • Using Event Metrics, query the database for timestamps and review system logs via LogViewer. • Design communication templates to streamline user interaction throughout ticket handling process. • Create and orchestrate RCAs and RITMs; seeing each issue through to completion. • Perform Smoke-testing and User Acceptance Testing. • Onboard new team members and provide training and assistance. • Document new issues and resolutions in team knowledge base and send reports to project management team concerning the updates.

Tech Expert

Verizon•  March 2014 - March 2017

• Use Remedy and account management portals for tracking customer interactions and problem resolutions. • Break down and refine troubleshooting process to the end user level to promote fast resolution. • Provide detailed information on how to set up/configure data and voice products. • Troubleshoot hardware and software issues and identify network/application issues. • Verify provisioning and diagnose device or network issues. • Troubleshoot for PC and Mac OS, specifically Device Manager and TCP/IP configuration. • Maintain expertise in Android, iOS, and Blackberry OS’s. • Act as overflow for customer service and research and resolve billing inquiries.

ITT Technical Institute

Electrical Engineering, AS•  September 2015 - September 2016

School shutdown prior to graduation.