Paola Burgos Monge

As a Senior Applications Support Analyst, focus on application support concepts and procedures while possessing a foundational understanding of various technical areas. The role involves maintaining, identifying, and defining enhancements to existing applications and their operating environments, ultimately leading to recommendations for improvements.

Responsibilities:

• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Understand application support procedures and concepts, along with basic knowledge of related technical areas, to address issues and queries from stakeholders. Provide immediate resolutions and collaborate with relevant technology partners for long-term solutions.
• Worked effectively in fast-paced environments.
• Serve as a liaison between users/traders, internal technology groups, and vendors.
• Self-motivated, with a strong sense of personal responsibility.
• Participate in disaster recovery testing.
• Excellent communication skills, both verbal and written.
• Engage in application releases, overseeing the development, testing, and deployment processes into production.
• Proven ability to learn quickly and adapt to new situations.
• Conduct post-release evaluations after application releases and infrastructure updates, while also developing and maintaining technical support documentation.
• Skilled at working independently and collaboratively in a team environment.
• Analyze applications to identify risks, vulnerabilities, and security concerns.
• Worked well in a team setting, providing support and guidance.
• Collaborate with Application Development colleagues to prioritize bug fixes and address support tooling requirements, assisting in problem resolution.
• Passionate about learning and committed to continual improvement.
• Directly influence the business by ensuring high-quality work from yourself and your team, affecting your team and closely related workgroups.
• Managed time efficiently in order to complete all tasks within deadlines.
• Share ideas and information actively.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Take ownership of Support Project initiatives, focusing on stability, efficiency, and effectiveness.
• Worked flexible hours across night, weekend, and holiday shifts.
• Evaluate risks associated with business decisions, giving special attention to the firm's reputation and the protection of Citigroup, its clients, and assets. This includes ensuring compliance with applicable laws, rules, and regulations, adhering to policy, exercising sound ethical judgment in personal conduct and business practices, and transparently escalating, managing, and reporting control issues.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Strengthened communication skills through regular interactions with others.
• Paid attention to detail while completing assignments.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Organized and detail-oriented with a strong work ethic.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.
• Proved successful working within tight deadlines and a fast-paced environment.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

SAP NetWeaver serves as an integrated technology platform for all technical SAP applications. Renowned for its service-oriented and integration-oriented architecture, it creates a seamless connection between various languages and applications. Built on open industry standards, it facilitates easy information transactions with developments from IBM WebSphere.

Responsibilities:

• System Administration : Responsible for managing the SAP NetWeaver architecture.
• Foundation for SAP Technology: SAP NetWeaver underpins the SAP technology stack and serves as the platform for Advanced Business Application Programming (ABAP) and Java applications.
• Component Development: SAP NetWeaver components are developed on the SAP NetWeaver Application Server and are written in ABAP or Java Platform, Enterprise Edition
• Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
• Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
• Developed positive working relationships with stakeholders to effectively coordinate work activities.
• Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.

Our Mission: “To enhance the productivity of design engineers by offering cutting-edge proactive monitoring and control services at the most competitive cost.”

The CMCC is a virtual team composed computing environment for design customers is operational at all times (24/7). They achieve this by monitoring the computing environment and responding to incidents generated by system events. The CMCC teams are situated in two EC locations: Costa Rica and Malaysia.

The secondary mission of the CMCC is to develop innovative monitoring tools and automation solutions to meet the growing demands of the computing environment. They oversee the monitoring of 250,000 servers and network connections across all Intel systems operating in a Linux environment.

Responsibilities:

• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Passionate about learning and committed to continual improvement.

I worked in the Intel Treasury Department, where I encountered a rich diversity of technologies aimed at globalizing the department and facilitating communication with various external banking applications.

Responsibilities:

Assisting in the coordination and integration of ongoing and upcoming projects to enhance business technologies continually.

• Ensuring quality control through the standardization of internal processes.
• Conducting continuous monitoring of security measures and identifying potential vulnerabilities.
• Managing the tracking, assignment, and reporting of incidents, Requests for Change (RFC), and Service Level Agreements (SLA) for the ISMP Service Desk platform.
• Actively participating in team meetings and users' weekly sessions.
• Creating documentation and gathering evidence for audit processes related to financial applications within the Treasury Department.
• Administering existing treasury applications, including changes, updates, and troubleshooting.
• Monitoring data loads for web applications through job scheduling and automating reports with Windows PowerShell.
• Developing and modifying reports in Power BI, SQL, and Crystal Reports for business intelligence purposes.
• Managing user roles and permissions in SQL Server Management Studio.
• Conducting weekly meetings with external companies that provide services for data and financial treasury applications.
• Documenting treasury system processes according to the COBIT standard.
• Providing technical support to treasury users.
• Facilitating integration between internal and external applications.
• Focusing on customer service in the maintenance of financial applications using agile methodologies.
• Collaborated with cross-functional teams to develop innovative solutions for business challenges.
• Created detailed documentation for both internal reference and client-facing presentations, improving communication between stakeholders.
• Gathered requirements and performed gap analysis through design workshops with users.
• Provided expert technical support, reducing system downtime and minimizing disruptions to daily operations.

In the Infrastructure Monitoring role, I was responsible for the real-time supervision and maintenance of Intel’s global server and network infrastructure. This included monitoring over 161,000 systems for performance, availability, and security using tools such as SCOM and BigPanda. I managed virtual environments via vSphere, handled backup operations with Avamar and NetBackup, and ensured prompt incident response through ServiceNow. The position required a high level of technical coordination, documentation, and adherence to escalation protocols to minimize downtime and maintain operational efficiency.

Responsibilities:

• Monitoring of 161,000 servers and network connections across all Intel systems.
• Backups conducted on both physical and virtual servers using Avamar and NetBackup.
• Service Desk support provided through ServiceNow Live 1 and 2 GSM.
• SCOM Server Alerts monitored via Big Panda for proactive issue detection.
• Incident and Change Request Tracking to ensure timely resolution.
• Escalation procedures implemented for higher-level support.
• Documentation created to facilitate problem-solving.
• Ticket Generation for reporting and resolving incidents efficiently.
• Worked effectively in fast-paced environments.
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.

Conducting Tests in Web Page Development Aligned with Functional Specifications . In accordance with the business rules, I performed tests during web page development, reported errors using the Jira tool, and collaborated with developers within the Agile model to test across various environments.

Responsibilities:

QA Process Functions:

• Reviewing requirements
• Planning tests and writing test cases
• Conducting unit testing
• Performing integration testing
• Executing system testing
• Carrying out performance testing
• Implementing security testing
• Performing cross-browser and cross-platform testing
• Updating test cases and conducting regression testing
• Maintained detailed documentation of test results, ensuring accurate tracking of issues and resolutions.
• Enhanced software quality by designing and executing comprehensive test plans for various applications.
• Collaborated closely with development teams to identify, report, and resolve software defects promptly.
• Established a culture of continuous improvement within the QA team, fostering increased efficiency and effectiveness over time.

Development process:

• Analysis of requirements
• design implementation
• Verification or testing
• Maintenance

Design test cases:

• Smoke testing comes first.
• QA engineers lightly check that the software, or its module, functions as planned.
• Integration testing – verify the work of that different component as a single system.
• Regression testing – detect bugs in the code that was tested previously. Usually needed when adding new features or making any updates to an existing system.

Provided assistance in resolving issues with programs and applications developed by Apple for iOS and OS X through the Apple service desk system for incident reporting and escalations.

Responsibilities:

• Configured and applied software to resolve user-level incidents across various operating systems.
• Developed reports for developers regarding system failures to aid in incident management.
• Created incidents detailing the nature of errors or customer inquiries.
• Implemented system configurations in Apple cloud services for users.
• Executed system updates for all Apple-enabled devices, actively seeking solutions for failures and errors.
• Assigned incidents to team members across different specialties while tracking response times (Scrum Master).
• Generated statistical reports for performance analysis (using SQL business intelligence).
• Participated in after-hours support rotation to ensure availability of critical systems outside regular business hours.
• Collaborated with cross-functional teams for efficient problem-solving and knowledge sharing.
• Assisted in server maintenance tasks including patch management, hardware upgrades, backup administration, and performance tuning for optimal system efficiency.
• Trained new team members on company policies, software tools, and best practices in technical support.