Experience

• 

  LBBW

  • London, England, United Kingdom

  • Information Technology Analyst

    • Sep 2022 - Present
    • London, England, United Kingdom

     Facilitation and management of IT projects, both internal and external. Infrastructure management including cloud and physical infrastructure maintenance and administration. Support and administration of virtualized server environments and desktop computer infrastructure. 1st and 2nd level hardware and software support for various platforms and applications including, support for payment systems, market data, and trading platforms. Collaboration with Head Office personnel for incident management and support. Identity management and IT security practices, including user profile management and group policies. Adherence to IT processes and procedures for streamlined operations. Execution of start and close of business procedures, end-of-month procedures, and patch management. Assessment and enhancement of IT security measures. Helpdesk support as a central point of contact for user inquiries and incidents. Telephony and AV support, including maintenance of telephony infrastructure and video conferencing systems. Ordering and administration of IT hardware, software, and consumables. Liaison with internal departments, Head Office IT, and external suppliers and service providers.

• 

  CIMB BANK BERHAD

  • London

  • IT Officer

    • Aug 2017 - Sep 2022
    • London

    ▪To provide 1st, 2nd & 3rd line IT Support and assistance to branch staff concerning IT related matters in a timely fashion and providing support for the management and high network clients throughout the Group▪Responsible for the maintenance of the IT infrastructure of the Branch by providing support of software, hardware and networking that includes installation, configuration, testing and troubleshooting of all network services and servers▪Monitoring and supporting all inhouse network and systems to ensure there are no errors and outages▪Manage day to day operational aspects of a project and scope▪Coordinator between the London office and Group IT Security on all requests and ensuring they are dealt with in a timely manor▪Regularly updating the Group access matrix protocol and to verify the matrix is followed at all times▪Preserve the Assets of the Branch by implementing Disaster Recovery and back up procedures and ensuring that the standards comply with Group IT requirements in which will ensure that the DR/BCP site is always ready for continuous bank operations▪Provide IT support to ensure the smooth running of daily and periodic reports, using various systems for the London Office▪Designated Compliance & Operational Risk Officer for the IT department ▪Undertake Data Extraction for reporting requirements for all the other stakeholders at the Branch ▪To monitor the Branch CCTV, Branch telephony systems and Branch door access systems and to ensure that they are well maintained with proper backup and that relevant maintenance procedures are applied▪Overall networking equipment monitoring (i.e. Network Switches, Firewall and other appliances) and support▪To plan and carry out maintenance checks to ensure IT Operations, infrastructures are running smoothly and ensure daily routine task completeness▪Incident Management which include monitoring and post incident follow up

• 

  Metro Bank (UK)

  • United Kingdom
  • Banking
  • 700 & Above Employee

  • Business Application Analyst (COB) Operator

    • Jul 2016 - Aug 2017

    • Performing close of business (COB) procedure of T24 Production at the end of banking day• Performing month end activities within COB that includes generating additional monthly statements• Monitoring live systems such as SWIFT payments, • Ensuring everyday data is extracted and input into excel to monitor system processing behaviour and common pattern• Working in a Unix Environment• Liaising with technical team to highlight and resolve live issues while performing COB activities. • Running and testing COB within test environment.• Providing training for new colleagues and familiarising them with the correct processes involved within COB• Documenting all errors for the technical team and developers and its effects on the COB performs

  • Digital Specialist

    • Jan 2016 - Jul 2016

    Coordinating and owning any raised issues and escalation procedures related to digital channels in order to deliver a great level of service to our Customers through troubleshootingassisting incident resolution process, including producing the notifiable incident reportsContinuously improve the way by identifying improvements in the areas of processes, procedures and reportingEstablishing an excellent relationship with the client based on trust, technical expertise, positivity and a strong can-do attitudeWeekly meeting with Stake HoldersProject: New Commercial online banking platform –we are implementing a new online banking platform for Metro bank’s commercial customers, have been involved in the UAT testing for the product, and working through defects to find out how they can be fixed, so we are ready to implement on the live date without any issues. Project has moved to soft launch period which is now with 20 customers this involves having to visit a few of these customer to demonstrate the platform so the customer fully understands how the system works, go through some of the major defects with the system and relay to the customer that they are still in the testing phase of the platform, therefore they may see more issues which they will need to document, some issue we have to identify and resolve for the customer as it effects their day to day banking. Weekly meeting with stake holders of the business to help clearing off issues and give updates of the launch.Project: New mobile banking App –Banking app being deployed for our Personal and Small business customers, the app design and background was created by 3rd Party company (Deloitte Digital) mainly involved with the UAT testing and also implementing to the live environment. At the moment we have bi-monthly meeting with the stake holders and the development team to fine tune the app and make sure it is at the best of its ability, coming up with the ideas for the best way for the customer to self-serve

  • Business Application Analyst

    • Jan 2014 - Jan 2016

    Product Supported: Temenos T24 (financial banking system), MS Dynamics CRM, Temenos Mobile Banking console, Activ Identity 4tress Console, Splunk>enterprise, All Microsoft Products. Instant Emv Card queuing system, Xtreme Attachmate ( using the TS2 card system), Teamviewer, Powershell, Remote Desktop servers, DM Client and the SCSM consoleResponsible for dealing with Front/ Back office IT queries, which includes supporting staff with their system queries,  Provide licenses and administrative work on Office 365 and Active Directory  Answer calls and resolve issues efficiently and providing amazing service to staff and 3rd Parties  Managing ticket system and analysing team performanceResponsible of training for new members of the team making sure they understand and comfortable with role

  • Business Customer service representative

    • Aug 2013 - Jan 2014

    • Provide inbound and outbound Customer service over the telephone for new and existing Metro Bank Business Customers.• Respond to Customers’ needs for account balances & transfers, payments, proactive account management and general administration. • Online banking user support, including resetting passwords and general guidance• Proactive management and completion of Customer email and tasks generated.• Providing general product enquiry information and escalating issues relevant teams when appropriate • Meet and exceed your quality, Customer and risk metrics.• Respond to Customer complaints making sure they are resolved within the timescales.