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Maurize Joy Aragon Software Engineer Analyst / Application Support Engineer
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Not rated yet
Philippines- Philippines
About Me
Software Engineer Analyst with hands-on incident management, application support, and cloud troubleshooting experience, combined with a customer-service background. Skilled in ServiceNow, Power Apps, Microsoft Azure, and foundational AWS services (Amazon Connect, CloudWatch). AWS Certified Cloud Practitioner with a service-first approach to resolving technical issues and supporting onshore teams.
Overview
- Experience3 years
- EducationBachelor degree
- Last active20 October 2026 (1 week ago)
- Member since19 October 2026
- Computer specifications Paid plan
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Education
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Bachelor of Science in Computer Engineering — University of Rizal System, Antipolo Campus (2015–2020)
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AWS Certified Cloud Practitioner
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TESDA National Certificate II - Computer System Servicing
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AWS Cloud Technical Essentials (Amazon Web Services)
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Networking Fundamentals and Physical Networks (Packt)
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Introduction to Hardware and Operating Systems (IBM)
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Generative AI: Prompt Engineering Basics (IBM)
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Google AI Essentials (Google)
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Troubleshooting and Debugging Techniques (Google)
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System Administration and IT Infrastructure Services (Google)
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Introduction to Computer Information Systems - Specialization (UCI)
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Fundamentals of Graphic Design (California Institute of the Arts)
Experience
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Application Support Engineer
June 2021 – November 2023Resolved incidents and service requests for enterprise clients by managing tickets through ServiceNow and Power Apps.
Configured Amazon Web Services components, including Amazon Connect and CloudWatch, to address client-raised technical concerns.
Diagnosed web-based application issues escalated by the onshore team, tracing root causes and coordinating fixes.
Administered user access on Microsoft Azure by adding, editing, and removing users across client instances.
Monitored and resolved client email queries and maintained the active client list to ensure uninterrupted platform access.
Provisioned client platform access and processed new user requests to support onboarding.
Executed manual testing via Amazon Connect CCP and automated testing via the CYARA platform, documenting test summaries and findings in qTest.
Tracked and escalated software bugs and defects using JIRA to support timely resolution.
Documented processes and collaborated with teams using Confluence, and created process flow diagrams in MS Visio. -
Customer Service Representative
October 2020 – December 2020Supported customer service operations for a US retail account across call, email, and chat channels.
Resolved customer order and service concerns, including order tracking and account/service maintenance inquiries.
Processed refunds and replacements for customer orders in line with company policy.
