BRITISH, FEMALE
FULL UK DRIVING LICENSE
CAREER OBJECTIVE.
I am a highly skilled Application Support Analyst with expertise in multiple operating systems and industries. I have vast experience in high-volume environments with strong analytical, communication, and organisational abilities. I am a complex problem solver able to thrive in fast-paced and challenging roles.
Now looking for a new venture, one which will make best use of my existing skills and experience and also further my personal and professional development.
My work history involves supporting mission critical software/websites which has highlighted my software/hardware as well as people skills. Route cause analysis/data fixes/UAT testing/resolving issues are part of my day to day duties.
Currently working at Investec Bank has highlighted skills in People and software management, with the aim of bringing the company to 21st Century technologies within an ITIL Framework.
I thrive in changing environments and find my work ethic and attention to detail delivers projects on time, to a high level and to the scope set out (This was reflected in the recommendations I received whilst working at the below companies).
I pride myself with an impressive flair for dealing with people at all levels and where customer satisfaction is imperative.
WORK HISTORY
Investec Wealth & Management Bank, 30 Gresham Street, London EC2V 7QN 2016-Present
Business Application Support (2nd Line) Analyst
• Route cause analysis of bugs raised and making sure they are fixed by development team and deployed to all the environments (DEV/TEST/UAT/LIVE).
• Implementing data fixes in a timely manner.
• Being the go-to person when it comes to PULSE( Application used in the Bank)
• Working independently as well as liaising with SME’s, BA’s, developers, 3rd party vendors, release management and SIT testers across the business areas (e.g. front office, settlement, Database, Operations & Network)
• Priorities defects/service requests assigning relevant priority
• Manage through to resolution incidents and service requests for all applications
• Co-ordinate and liaise Third Party Contacts, making sure incidents (for some of our third Party applications) are fixed in a timely manner adhering to SLA’s agreed.
• Provide a quality, reliable and timely support service
• Asist in the delivery of small changes from defining the business requirements, build, test and implementation using structured methodologies
• Key contact for out of hours support service for our Digital service( Click & Invest) and Batch runs
• Co-ordinate knowledge transfer sessions with DevOps on new software changes and work arounds, so we can continuously provide excellent service to our clients.
• Ensures timely communication to the impacted parties during a P1 (Priority one Issues), during office hours and out of hours.
• Develop and maintain technical support documentation either in DevWiki, Sharepoint or Confluence.
• Contribute to IT Service continuity and DR procedures and ensure these are tested and enforced
• As required, perform daily, monthly and periodic application and system checks / changes
• Work within the service model ITIL framework, following all guidelines and controls for the relevant processes to ensure compliance and quality
• Ensure full engagement with the service transition and release processes and to provide quality assurance checks and risk analysis against any new or changed application
Technologies and Tools used: SQL Server 2016, UniVerse (Database system for Pick Language), SoapUI, Redbug Debbuger tool, GIT, Yalv(to analyse logs), Unistudio (to analyse Pick Programs), SPlunk Monitoring alerts, .NET based applications, Sostenuto (Incident Management application),Web Services, ASP.NET, IIS, Microsoft Web Environment (IIS , XML , Html)
Ascential, 2 Kingdom Street, Paddington, W2 6JG 2013-2016
Release Management & Senior App Support Analyst (Fashion Industry)
• Coordinates the end-to-end release of changes across all groups of Topright( 4C, EMAP, WGSN, PlanetRetail, IJOnline etc), Supporting Release Management to live servers, liaising with infrastructure team and business users
• Provides technical assistance and leadership in identifying, evaluating, and developing systems and procedures that are cost effective and meet business requirements
• Prepares release specifications for changes, testing of bug fixes to ensure the original issue is resolved.
• Attend and/or chair meetings to obtain and provide change & release status.
• Acting as a main consultant for our ticketing system (service now), resolving existing bugs, creating enhancements, scheduling clones/upgrades and testing after upgrades in the different environments.
• Proactively responding to monitoring website alerts (Nimsoft) and triaging server level: restarting apache/tomcat servers.
• Website support, Elastic search triaging, MYSQL workbench bulk uploads, Hadoop and Jenkins triaging.
• Resolving website/application issues: users can’t login, wrong links, broken links, functionalities missing, reports not loaded, images appearing broken etc
• Creating weekly reports to senior management/executives on issues resolved or anything significant we have done to continuously improve processes.
• Acts as a liaison between client area and technical organization by planning, conducting, and directing the analysis of complex business problems to be solved with automated systems
• Co-ordinate with other IT technical teams in problem management, release execution and follow organization standard incident management, problem management process.
• Engaging with relevant teams and creating runbooks/user guides for issues we have encountered and working with user groups to provide training, resolve questions, assess user needs, and recommend changes, communication of new functionalities to users.
• Develop standard operating procedures and best practices
• Manage deployment, monitoring, maintenance, upgrade and support of the other IT systems( Treasury, Informatica, legacy systems etc)
Technologies and Tools used: Jenkins, GitHub, Version Control, source code management, workbench, SQL Server 2012, TSQL, MySQL, Php Linux scripting servers, Hadoop, ruby scripting ,elastic search, AWS( amazon web services), Service Now, Nimsoft monitoring, Soasta testing tool, HTML, Dyna-trace, Akamai, cisco VPN among others
ETX Capital, Hemel Hempstead, Hertfordshire, HP2 7BW 2011-2013
Application Support analyst (bespoke Financial Trading software)
• Supporting spread betting, foreign exchange and contracts for difference e-trading platforms and charts.
• Ensuring high availability of trading/order management systems at both client and server level
• Troubleshooting problems with data feeds between applications and/or market data sources
• Web monitoring using Zabbix and to react and investigate to any downtime.
• Release deployments; once a month, DB backups and roll back options, smoke testing the release.
• Providing high-level technical consultancy to clients, such as product configuration and training.
• Response, analysis and resolution to user support calls and IT system problems (automatic system Remedy tickets)
• Plan and create white labels, SSL certificate installation across servers for clients.
• Back-end support and Configuration of the Trading systems
• Performing OS Testing and layered product upgrades and patches.
• Resolve issue is LIVE/UAT/DEV environments.
• Creating virtual images and replicating the solutions to LVE environments.
• Respond to user queries and data requests efficiently.
• Respond, investigate and resolve system performance problems.
Technologies and tools used: Zabbix, SQL server, IIS, Virtualization, HTML, Windows servers, MSDeploy, Miscrosoft Web farm framework( WFF), tortoise.svn, Version Control, source code management among others
SYNERGY NETWORKS, 80 Scrubs Lane, White City, NW10 2010-2011
Network Engineer (Work Placement)
• Configurations and troubleshooting of Routers,
Switches, Windows platforms (98/XP/Vista/2000/NT) Firewalls, VLAN,
Wireless networks, NAT, TCP/IP, troubleshooting printers/scanners.
CEMEX UK LTD, Egham, Surrey TW20 8TD 2005-2007
Application Support Analyst (bespoke construction software)
CEMEX is an international leading building manufacturing company which is involved in mergers and acquisitions around the world and implements bespoke software/systems as well as its work philosophy.
• Manual testing: functionality and performance. Creating test plans, performing analysis and provide consultation, diagnosis, escalation, status reporting and resolution implementation to reported problems, ensuring customer service level agreements are met.
• Configuration of systems: initial user set-up, and administration using SQL (identify workarounds or requirement for a software fix to reported problem, input commands and observes system functions to verify correct system operation)
• Providing 1st-3rd line bespoke software/technical support in-house (as helpdesk using HPOV software) and remotely using VPN.
• Respond to all customer inquiries in a courteous, efficient and timely manner, respond to client inquiries concerning systems usage and operations and provide technical direction and advice regarding the implementation of software upgrades.
• Liaising with other departments for example back office, automation and dispatch to ensure that the system is running smoothly as well as complying with procedures.
COCA COLA ENTERPRISE, EDMONTON, N18 3DJ 2003-2004
CONTINUOUS IMPROVEMENT SENIOR TECHNICIAN
Coca Cola Enterprise is a first class non-alcoholic beverages manufacturing company.
• Route cause analysis of problems (maintenance issues, product quality issues and employees’ related issues) and troubleshooting for solutions while reducing downtime.
• Benchmarking existing useful maintenance practices throughout the other production lines.
• Data analysis, improving efficiency of equipment and maintaining continuity of service
EDUCATION
SYNERGY NETWORKS, White City, London
A+, N+, CCNA 2009-2011
Configurations and troubleshooting of Routers,
Switches, Windows platforms (98/XP/Vista/2000/NT) Firewalls, VLAN,
Wireless networks, NAT, TCP/IP, troubleshooting printers/scanners.
BEng Engineering Science & Technology Achieved 2:1 Honours 2001-2005
Brunel University, Uxbridge
Final Year Project: Implementing Maintenance
System at Coca Cola B
Information and Data systems (SQL) B
Project Engineering and Management B
Internet Technologies (LAN, WAN) A
Computer Architecture &Programming (UNIX, C++, JAVA) C
GNVQ Advanced Science. Overall Merit 1999-2001
Barnet College, London
Chemistry, Physics, Biology and I.T
SUMMARY OF ACHIEVEMENTS/SKILLS & TECHNOLOGIES
• Researched and implemented an improved maintenance system at Coca Cola Enterprise.
• Implemented a Japanese technique (5S) which utilises resources and making a better working environment at Coca Cola Enterprise.
• Created a jargon-free User Guide at CEMEX for over 11000 users.
• ASP.NET, SQL SERVER, A+, N+, CCNA, Basic HTML, Basic JAVA & C++, Basic Linux, git- hub ,Jenkins.
• Ability to absorb and adapt to new applications/software, layouts and programming languages.
• Currently learning Python programming language.
CERTIFICATIONS
• ITIL Certified
• A+ Certified
• SQL Server Certified.
• Service Now Certified.
INTERESTS
• Travelling to new places, experiencing new cultures as well as spending time with my loved ones.
• I am active in walking, dancing and cycling as I enjoy being physically at my peak.
REFERENCES: Excellent references available on request