Solihull, England, United Kingdom
Software support analyst with 5 years of experience in Application support and development. I have a track record of delivering on client expectations by leveraging my excellent technical skills. A proactive individual who adapts plans to changing conditions and contributes to the team by continuously refining technology solutions to satisfy client needs.
• Initiated work with a Europe-based energy client by staging various energy-related data according to specific client scenarios, ensuring that data sets were accurate and aligned with application requirements. • Actively participated in daily Scrum meetings, contributing to team progress and maintaining alignment with project goals. Engaged in peer review sessions to provide and receive feedback, driving continuous improvement and ensuring high-quality deliverables. Key Achievements: • Recognized with Apex award as a 'Team Collaborator'.
• Provide Tier 2 and Tier 3 support for enterprise applications, resolving over 95% of incidents within SLA. • Perform root cause analysis and implement solutions to reduce recurring issues, achieving a 20% reduction in incident volume. • Conducted regular triage calls to prioritize and address critical incidents, ensuring timely escalation and resolution. • Developed application functionalities using oracle PLSQL and fixed existing bugs. • Led show and tell calls to walkthrough the functionalities. This includes problem-solving, solution identification, and communication across various stakeholders. Participated in daily Scrum meetings and highlighted the issues. • Monitored application performance, identified key areas, and implemented automated alert mechanisms for failures. • Provided SIT, UAT, and production support, and conducted knowledge transfer calls for production. • Utilized DevOps tools such as Jira, Jenkins, and GitLab for development and release activities. • Led and managed CAB calls to walkthrough implementation documents for each production releases. • Created Confluence pages to document application overviews and other relevant details such as MERS documents, audit documents, release documents, and support documents. Key Achievements: • Identified Compliance issue in application roles, developed the code accordingly to meet 100 % audit compliance. • Recognized with The Extra mile award for leading the team with excellent application functionality knowledge.
• Provided daily support for a time reporting applications, handling incidents, service requests, and production changes. • Collaborated with development and infrastructure teams to troubleshoot and resolve complex issues, ensuring minimal downtime. • Utilized SQL for data analysis and to assist with troubleshooting database-related issues. • Led post-incident review meetings, documenting findings and contributing to continuous improvement initiatives. • Led the team by guiding on effective communication. Assisted team members in framing clear and concise application query emails to clients and business stakeholders, ensuring that the communication was professional and accurate. • Played a key role in transferring functionality knowledge to the team, enabling them to better understand the application and its features, which improved overall team performance. • Facilitated the onboarding process for new team members by joining calls with business stakeholders to discuss requirements, ensuring that new hires quickly understood project expectations and could contribute effectively. • worked on enhancement and new requirements of application and created the technical design documents for the requirement. • Participated in daily Scrum meetings, CAB, Release management and incident triage calls. Key Achievements: • Led the team by Guiding on Effective Communication, Knowledge Transfer and Supporting New Team Members.