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Javier Ponce De Leon

Application Support Analyst

Summary

Highly skilled Application Support Analyst with a focus on end-user application support.  Vast experience in a liason role  in high-volume environments with strong analytical communication and organizational abilities. Complex problem solver able to thrive in fast-paced and challenging roles.

Work experience

FEB 2017OCT 2017

Application Support Analyst

KUBRA
  • Provided telephone support to users of the kubra applications system and other applications related to utility companies.
  • Analyze application data to assess performance and uncover problems
  • Work in team environment to complete all testing activities
  • Coordinate resolutions with development team and project managers
  • Serve as liason between the customer and developers. 
  • Complete root cause analysis of defects
  • Monitor data processing quality assurance and development activities 
  • Troubleshoot and resolved application issues escalated from end users
  • Processed large batches of data on daily and weekly basis
  • Conducted user regression and other tests on products and components Opened and documented defect tickets
  • Participated in daily, weekly and bi-monthly status meetings
  • Provide 24x7 support for critical production systems
DEC 2016OCT 2017

IT Analyst/Programmer 2

Sky Harbor Airport
  • Maintain and monitor all flight information data integrity for all flights traveling in and out of Sky Harbor International Airport. 
  • Maintain  software used to monitor a network.
  • Work as a liason between the City of Phoenix and the airline station managers
  • Assist airline employees with the installation, configuration of all airport vision software. Used as an Airport management system. 
  • Used Remedyforce to track all issues and document the process of the troubleshooting 
  • Perform documented system backups and recovery procedures.
    Flight Data systems Troubleshooting for all Airline
  • Work with the Airline station managers to maintain seasonal schedules
    for flight information
  • Create Reports for all station Managers. Share domain and technical
    expertise, providing technical mentor-ship and cross-training to other
    peers and team members.
  • Provide 24x7 support for critical production systems
 2014 2015

Airport information Systems Technician

City of Phoenix Aviation Technology
  • Provide support for end user devices including personal computers, printers, closed circuit television and associated equipment, cameras, handheld and stationary scanners, large format and touchscreen monitors.
  • Equipment used in Sky Train platforms, Common Use Terminal Equipment (CUTE) System, Passenger Emergency Duress System (PEDS),
  • Closed-Circuit Television (CCTV), workstation computers, customer kiosks, remote check-in locations and signage System, Passenger Emergency Duress System (PEDS),
  • Administration and maintenance of the  Passenger information and paging system, consisting of Peavy media matrix audio servers, windows servers, and QNX Q-host audio servers.
  • Maintain and monitor all flight information data integrity for all flights traveling in and out of Sky Harbor International Airport. Using 

  • Maintain Nagios software used to monitor a network of more than 500+
    devices throughout Sky Harbor Airport.

  • Assist airline employees with the installation, configuration,
    maintenance, troubleshooting, and training of end user hardware,
    software, and peripheral devices.

  • Perform documented system backups and recovery procedures.
    Flight Data systems Troubleshooting for all Airlines.

  • Work with the Airline station managers to maintain seasonal schedules
    for flight information.
  • Create Reports for all station Managers. Share domain and technical
    expertise, providing technical mentor-ship and cross-training to other
    peers and team members.

  • Provide 24x7 support for critical production systems
 2013 2014

Technical Operations Specialists

Rockwell Collins ARINC Managed Services
  • Manage all Windows servers and workstations for the Flight Information Display System (FIDS), Baggage Information Display System (BIDS), and Passenger Information Paging System (PIPS). As well as all input devices, airline feeds, and Peavey/Media Matrix audio system equipment throughout the entire Phoenix Sky Harbor Airport.
  • Maintain SQL Server database integrity for all flights traveling in and out of Sky Harbor International Airport.
  • Maintain Nagios software used to monitor a network of more than 500+ devices throughout Sky Harbor Airport. Assist City of Phoenix, PHX Sky Harbor, and airline employees with the installation, configuration, maintenance, troubleshooting, and training of end user workstation hardware, software, and peripheral devices.
  • Perform documented system backups and recovery procedures.
2007 2013

Asset managment administrator

Velocity Express



  • Daily help desk duties which Included troubleshooting windows desktops, Printer Installs, File transfers, software installation, Remote desktop support via windows RDP and telephone support etc.
  • Assist in the imaging and programming of end users desktop and Laptop Computers
  • Use Numara Footprints to track and troubleshoot all help desk trouble tickets.
  • Setting up and maintenance of user accounts using Microsoft active directory and dameware
  • Facilitated daily and weekly asset inventory reports between the IT vice President and company project manager
  • Responsible for new location roll out projects, which included Initial inventory launch of anywhere from 20-50 Portable handheld computers per location, set up of Cisco wireless Access points for the new location
  • Review daily usage reports from all velocity locations to ensure the scanning equipment was being utilized out in the field.
  • Worked with third party vendors to facilitate repair work on the mobile scanners that could not be handled in house.

Education

19951996

Certificate

Phoenix College

Architectural Drafting