Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MISSY THOMAS

Springfield

Summary

Adaptable and detail-oriented Application Support Specialist with 5+ years of experience across technical support, customer service, and media production. Proven success in troubleshooting complex software issues, streamlining support processes, and collaborating cross-functionally. Strong communication, problem-solving, and documentation skills, with a background in high-pressure environments and customer-focused roles.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Application Support II

Next Level Solutions
06.2022 - 09.2025
  • Delivered expert-level support for enterprise software applications, troubleshooting technical issues and driving resolutions within SLA timelines.
  • Authored and maintained knowledge base articles, troubleshooting guides, and user-facing documentation.
  • Acted as SME for supported applications, bridging communication between end users, developers, and cross-functional stakeholders.
  • Conducted root cause analyses to reduce recurring incidents, improving long-term application stability.
  • Participated in testing and deployment cycles, ensuring seamless rollouts with minimal user disruption.
  • Collaborated with vendors and internal teams to resolve integration issues and enhance functionality.
  • Recommended process improvements to enhance efficiency within the support team.

Senior Specialist III

JPMorgan Chase
09.2019 - 09.2021
  • Managed escalated customer issues and mentored new hires in service excellence.
  • Provided feedback on product/service performance to drive improvements.

Specialist II

JPMorgan Chase
09.2018 - 09.2019
  • Resolved customer issues with speed and accuracy while exceeding service metrics.
  • Communicated with internal departments and branches to ensure seamless service delivery.

Post Production Coordinator

Freelance Television Production
01.2016 - 01.2018
  • Oversaw scheduling, documentation, and delivery of content to networks.
  • Coordinated with vendors, production staff, and network executives to meet tight deadlines.

Production Assistant

Freelance Television Production
01.2013 - 01.2016
  • Supported all aspects of on-set and post-production logistics.
  • Managed schedules, transcriptions, and administrative tasks across multiple productions.
  • Details on shows/networks available upon request.

Education

High School Diploma -

Central High School
Springfield, MO
01.2006

Skills

  • Application & Technical Support
  • Incident & Problem Management (Root Cause Analysis, SLA Adherence)
  • Documentation & Knowledge Base Creation
  • Cross-Functional Collaboration
  • User Training & Onboarding
  • Monitoring Tools & Performance Optimization
  • Security & Compliance Awareness
  • Customer Service & Escalation Handling

Certification

  • Associates in Insurance (AINS)- The Institutes
  • Certified SAFe 6 Practitioner (SP)- SAFe by Scaled Agile

Timeline

Application Support II

Next Level Solutions
06.2022 - 09.2025

Senior Specialist III

JPMorgan Chase
09.2019 - 09.2021

Specialist II

JPMorgan Chase
09.2018 - 09.2019

Post Production Coordinator

Freelance Television Production
01.2016 - 01.2018

Production Assistant

Freelance Television Production
01.2013 - 01.2016

High School Diploma -

Central High School

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