Mark Joseph

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.

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