Niagara Falls, Ontario, Canada
Experienced Application Support Specialist with a demonstrated history of working in the information technology and services industry. Skilled in SQL, Customer Service, Microsoft Office, and Troubleshooting. Strong information technology professional with a Bachelor of Science - BS focused in Computer Engineering from University of San Carlos.
Currently pursuing my master's degree
- Ensure technology business changes represent business requirements - Lead programs/projects focused on delivering agreed business outcomes for our clients and/or Accenture - Partner with clients to understand the dynamic of value creation for the business solution - Analyze as-is and to-be processes to define system/technology requirements and bridge the gap between technology and the business - Deliver quality functional/application designs and ensure technology business changes represent business requirements
Led the development of GenAI-enabled contact center solutions using Google Cloud, enhancing customer self-service and enabling real-time agent assistance. Delivered 10+ projects/POCs, fulfilling roles as Product Owner, Scrum Master, and Project Manager. Designed and launched a proof-of-concept integrating ChatGPT for automated suggested agent responses and query resolution. Collaborated with business stakeholders to identify user needs, define priorities, requirements gathering, backlog management, and ensure delivery of high-value features. Oversaw end-to-end delivery: user story creation, testing, demos, risk mitigation, and coordination with delivery leads and cross-functional teams.
Technology Used: SQL Server Management Studio, SQL Server Integration Services, SQL Server Reporting Services, ASP.NET, C#.NET, Sharepoint, MS Project, Office365, ServiceNOW, Tableau, PowerBI Project Role: Application Support Team Lead Manages support for 26 HR applications used by HR and local employees of Accenture. - Provide supervision and assistance to 7 Support Developers under my team - Ensure that support developers meet quality objectives within budget and schedule - Identify and assess impact of outstanding or potential functional/technical issues - Provide functional and technical assistance to other project members - Monitor and report on team’s performance to project manager - Prepare and conduct performance evaluation of developers - Review and validate turnaround documents submitted by the developers - Ensures timely resolution of issues and escalate to management if needed - Manage development and implementation of service requests - Manage resolutions and investigation of incidents and defect fixes - Participate in weekly management meeting - Manages team capacity and review time report of team members - Creates workplan and timeline for change request, defect fixes and enhancement releases - Monitors quarterly releases and ensures that release is still within schedules and address issues raised by development team - Prepare and submits weekly metrics and status report