Experience

Aflac Northern Ireland

• United Kingdom
• IT Services and IT Consulting
• 100 - 200 Employee

• Production Support Engineer

  • Jun 2022 - Present



Lucera Financial Infrastructures

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Production Support

  • Nov 2021 - Jun 2022



TP ICAP

• United Kingdom
• Financial Services
• 700 & Above Employee

• FIX On-Boarding and Support

  • Mar 2019 - Nov 2021



Citi

• United States
• Financial Services
• 700 & Above Employee

• Intermediate Application Support Analyst

  • Jan 2016 - Feb 2019

  I was part of the Risk Treasury/Finance Desk Support team in which we provide 24-hour support for three applications: Finance Workstation, Positions and Risk Treasury.While part of this team, I further enhanced my skills in the following areas:Troubleshooting application issues.Liaising with business users to resolve issues.Analysing log files using Unix to determine the root cause of issues.Performing daily system checks.Heavy use of SQL for everyday issue investigation and occasional ad-hoc database updates.Use of DB/Web service to create saved queries and to automate the process of database updates for more regular issues.Use of "ServiceNow" Problem and Incident Management tool to record my work from raising tickets to closure.Work with development teams to identify bugs, preventative measures and suggest application stability and functionality improvements.Striving to provide Operational Excellence and Stability.Managing Major Incidents entirely by coordinating support and development teams and communicating the issue at hand with business users.Conducting calls with developers and fellow support colleagues to identify the root cause, short and long-term solutions and impact of Major Incidents.Training up one new member.Updating the knowledge base on a regular basis.Working closely with development to roll out releases and perform checkouts.Updating ITRS (monitoring software) to ensure there are no blindspots and reduce unnecessary alerts.On-call support between 7pm and 7am the following day to cover Autosys alerts for batch job failures.Managing changes to ensure that all required tasks and approvals are included well in advance of the scheduled release time.Participation in Continuity of Business and Disaster Recovery scenarios to ensure we can recover any of our applications in times of need.Liaising with external vendors to ensure their applications are stable and bug free for use by our business users.

• IT Graduate Associate

  • Aug 2014 - Jan 2016

  I was part of the Citi Velocity Support team in which we provided 24-hour support for three applications: Citi Velocity website, Client Insight CRM (Customer Relationship Management) and Client Insight Analytics.While in the Citi Velocity Support team, I gained experience in the following:Troubleshooting application issues.Analysing log files to determine the root cause of issues.Performing weekly system checks on Sunday evening and resolving any issues prior to the start of the working day in Asia-Pacific.Performing system checks following Friday evening releases.Use of SQL for everyday issue analysis.Use of "ServiceNow" Problem and Incident Management tool to record my work from raising tickets to closure.Work with development teams to identify bugs, preventative measures and suggest improvements.Striving to provide Operational Excellence and Stability.Liaising with business users to resolve issues.Working to help identify and resolve a Major Incident.Communicating Major Incidents to users.Training up two new members of the team.Create a report displaying Request, Incident and Major Incident numbers over various time periods.Conduct handover calls with colleagues in other regions.Updating the knowledge base on a regular basis.ITIL Certification.



Asda

• Retail
• 700 & Above Employee

• Sales Assistant

  • Jan 2010 - Apr 2014

  Duties in my customer-facing role at ASDA include:Stock replenishmentVerifying item pricingDisplaying signage to highlight promotionsStock rotationItem price reduction managementTill operationStock delivery managementCleaning duties Duties in my customer-facing role at ASDA include:Stock replenishmentVerifying item pricingDisplaying signage to highlight promotionsStock rotationItem price reduction managementTill operationStock delivery managementCleaning duties



Tourism Northern Ireland

• United Kingdom
• Leisure, Travel & Tourism
• 100 - 200 Employee

• ICT Placement Student

  • Sep 2012 - Aug 2013

  On my placement I gained invaluable experience of working under pressure and as part of a team.I also had plenty of opportunities to work independently using my own initiative to problem solve.My other experience at NITB includes:Managing several tasks simultaneously and setting priority levels for each.Communication skills through regularly being in contact with all employees of NITB in Belfast and Dublin as they flag-up issues.Insight into what it was like to work in an office in a professional environment.Certificate after completing the World Host Ambassador workshop.Use and deployment of remote desktop connections in an office.Provide first-line support to all employees within NITB for issues raised via phone call or email.Provide basic Microsoft Office desktop support to employees.Keep attendance records for the IT team.Replacement of hardware when required including thin client deployment.Anti-virus and software installations and upgrades.Troubleshoot issues with printers.Final preparations and testing of HP Elite Pads before issue to the Senior Management Team & Directors.Adding, removing & modifying users in Active Directory, Microsoft 365 and their phone extensions.Regularly updating the self-help section on the intranet.Manage user permissions in Microsoft SharePoint.Assist in the migration from Microsoft Exchange Server to Microsoft 365.Provide training sessions for employees.Create monthly updates for the IT department.Solve any other queries raised.