Mark Joseph
L2 Application Support
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About
IT Application Support Analyst with strong experience in L2 support, system troubleshooting, log analysis, and database operations. Skilled in root cause analysis, incident management, and cross-functional coordination. Currently expanding into ecommerce technical operations with a focus on web systems, tracking, and platform-based environments. Fast learner with strong ability to understand technical documentation and complex systems.
Experience
Level 2 IT Application Support / System Support Analyst I at FIS Global Solutions Philippines Inc. (2024-09 – Present)
- Resolved complex L2 incidents using logs, SQL queries, and system diagnostics
- Performed root cause analysis across multi-layered applications
- Recreated client-reported issues for validation and troubleshooting
- Collaborated with development teams to resolve technical issues
- Maintained knowledge base documentation and technical records
- Managed tickets using ServiceNow in a production environment
- Identified recurring issues and recommended preventive solutions
Level 2 IT Service Desk Application Support at Indra Philippines, Inc. (2022-10 – 2024-05)
- Troubleshot real-time transaction systems and minimized downtime
- Monitored SQL Server and Oracle databases for anomalies
- Performed database maintenance including backup, restore, and repair
- Analyzed logs and XML workflows to diagnose issues
- Created failure reports and technical documentation
- Resolved issues remotely using RDP and VNC tools
IT Maintenance at St. Francis De Assisi Montessori School (2021-05 – 2022-05)
- Provided hardware and software troubleshooting support
- Maintained IT systems and ensured operational continuity
- Performed basic network troubleshooting and system setup
