Driven professional with a strong technical skill-set, and attention to detail. Strong background in clients’ satisfaction.
With advance knowledge in MS SQL, SQL, C#, SSIS, SSS, ASG Zena, among other technologies.
Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, languages, tools and testing methodologies.
Established good working relationships with customers/clients. Ability to organize, prioritise and work under extreme work pressure, heavy workload and deadlines. Give importance to accuracy and attention to details
Management reporting for weekly/monthly updates for the team
Ensures all team metrics are met
Identifies areas of improvements to reduce team maintenance/incident efforts
Efficiently distributes tasks among team members to ensure deliverables are met within the given SLA and with quality
Responsible for team schedule/coverage plan management to ensure team engagement
Manages team work plan and ensures timely reporting
Performs code reviews for minor enhancements and new service introductions on a support perspective
Provides guidance to the team for complex investigations
As Sub-team Lead
Ensures all deliverables are met for sub-team managed
Initiates process improvements to reduce maintenance efforts
Conducts SQL performance tuning on queries/stored procedure
Coordinates with appropriate peer systems for faster resolution of incidents
As Batch Escalation Lead
Conducts investigation within a given time frame to prevent delays on SLA
Provides action plans to major issues (e.g. delays, peer system dependencies)
Initiated to create alerts to reduce monitoring hours which led to the removal of night shift
As Splunk Developer
Part of the project initiative for innovation
Involved as one of the administrators of the project in creating and maintaining dashboards to ensure for efficient monitoring support operations
Improved input data uploads to centralize data and avoid redundancy
As Continuous Improvement Processes (CIP) Lead
Tracking all minor enhancement deliverables for the Application Maintenance domain of the project
Management reporting for minor enhancement progress
As 3 rd Line Application Support
Back Office SME
Provided 3rd level technical support for applications written in C# and ASP.NET
Provided investigations to resolve complex incidents, mainly for back office
Provided root cause investigation to recurring issues on back office
Communicates with end users for problem resolution
Created tools and process automation to reduce team maintenance effort.
Provides not only resolution but root cause investigation for complex incidents across Store Applications (Front Office, Back Office, Reporting Module, Financial Services Portal)
Created tools and queries to reduce time spent on incident investigations
Created enhancements/Permanent fixes on batch errors
As Batch Standby/ Batch Escalation
Provides detailed investigations on batch issues before escalating to lead
Makes decisions on the absence of escalation lead
Technologies: MS SQL, C#, SSIS, SSRS, ASG Zena, Incident Management (ITSM), C#, Splunk