Clarisse UMULISA

I’m a Senior Application Support Engineer with 4+ years of progressive L1→L3 experience in complex, production-critical environments. I don’t just resolve incidents—I build the systems, processes, and automations that prevent recurring failures.

At Euro-Information (Crédit Mutuel Group), I joined a newly created role with no existing structure and built the entire support function from scratch. I designed the support operating model (escalation paths, severity rules, SLA standards, ticket workflows), created documentation standards (runbooks, knowledge base, post-incident reports), and became the final escalation point before Engineering for the most complex N2/N3 production incidents.

Previously at Tek Experts, I delivered simultaneous enterprise support across EMEA, APAC, and AMS timezones while progressing from L1 to L2 across Oracle DB, Microsoft Server, and Microsoft 365. I use Python, Shell/Bash, .cmd automation, SQL investigation, and Linux/Windows log analysis to lead evidence-based escalations, validate fixes with functional/non-regression testing, and continuously improve workflows through automation and self-service resources.