Work Experience

Senior Software Engineer/Analyst

As Team Lead

• 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