Canada
Experienced Site Reliability Engineer with a demonstrated working history in the information technology industry. Highly proficient in various areas of technology that support development, maintenance, troubleshooting, deployment, and implementation of applications
Performed relevant application, database and infrastructure troubleshooting on complex customer incident utilizing tools like visual studio, SQL profiler and Microsoft SQL Server Management Studio to resolve incidents. Led major incident meetings, communicated complex environmental issues, and set expectations to clients during critical and/or major incident windows. Liaised with different teams across the organization to come up with product and/or infrastructure solutions. Monitored production environment, created production alert and assisted in automated solutions to mitigate re occurring system performance issues. Identified and troubleshoot application performance issues using APM tools like new relic, splunk and logic monitor to resolve incidents. Managed the full life cycle of customer major incidents including troubleshooting and analysis by ensuring all communication are dealt with within agreed timeframes and SLA's. Provided problem management support including Problem Analysis and Root Cause Analysis Created and maintained relevant documentation to ensure team knowledge base continuous improvement. Assisted in mentoring all new members joining the team and other team members in a junior role. Managed daily team activities i.e., incident management, escalations and HR activities including hiring and team structure.
Implementation of Springer Miller proprietary POS and database systems at high profile hospitality sites Remotely maintaining and configuring web servers (IIS) to implement proprietary software and third-party Property Management Systems (Opera). Customized and configured templates files based upon client request to reflect in different modules of the proprietary software Installed and configured new database management systems to establish communication and exchange information with third party Property Management as well as maintaining application databases for proprietary POS software Managed incidents with the use of CRM tool (SalesForce) to update clients on the status of logged incidents by carefully inputting incidents comments which includes steps taken to resolution. Trained and maintained knowledge of security procedures and policies including PCI compliancy, ensuring best practices Trained clients on the use of Proprietary POS Software, and database architecture. Provided top notch service to clients, maintaining professional relationships with resources at different l Delivered full software implementation and upgrade in a timely fashion, in accordance with client SLA's Maintain confidentiality in all matters related to personnel, company operations and financial matters, both for customers and for Springer-Miller Systems Co-ordinated project feasibility, targets and deadlines with multiple point of references; including internal account managers, team members and client manager’s on-site IT
• Assists customers with installation, operational, maintenance and or training related inquiries for products and applications. • Research and handle involved or complex calls as directed. • Follow documentation and training materials to diagnosis, resolve and escalate, when necessary, customers’ calls. • Enters all call activity into online Technical Support database and provides documented information to the Knowledge Base. • Serve as customer contact on technical and service related problems both internal and external • Diagnoses mechanical, hardware, software and systems failures using established procedures. • Develop and maintain positive customer relations and coordinates with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. • Schedule service calls and escalate to other departments for customer support. • Perform all duties on time and is proactive in improving customer relations and internal processes
Interfaced with direct end-user customers and partners in Software as a Service environment in resolving incidents and managing the following items: • Developed sql scripts (MS SQL) and queries to support customer’s requests like data dashboard configuration, scorecards configuration, created new users to have access to the application, and updated user roles/records within the application • Worked with different client’s functional reporting and/ technical support teams to determine their business needs in creating business formula to track performance (KPI) of each individual in the organization • Analyzed data discrepancies by referring to metric formulas, and source files, explained the dependencies of metrics and how it affects results. • Monitored file transfer processes (ETL) and investigated file transfer failure before escalating to developers. • Communicated/updated the customer contacts with status, resolution, and recovery via emails and phone calls • Created different sql scripts to assist with the onboarding of new clients and helped understand different functionalities of the application • Investigated and reported bugs affecting the application in production, utilized investigative and analytical skills in providing temporary and permanent fix in a .NET environment • Created various report in accordance to the need of the business to track operations and make decisions using excel spreadsheet • Managed internal and external incidents processes within established Service Level Agreements using ticketing system (OnTime) • Documented procedures and created templates for resolution of incidents which were newly encountered in the production environment using the Microsoft word. • Collaborated with developers in testing when deploying new features to the development environment.