Anthony Dsouza

• Command Centre - is a “State of the Art” Operations Center designed for providing real-time visibility of business critical applications to Group IT and to Senior Management. Command Center ensures Business Continuity by using proactive measures from monitoring Application services and provides First Level Support to minimize Downtime & Customer Impact. The Team constitutes of Technical Analysts along with an Application Performance Management Team that facilitates Performance Monitoring by using enhanced techniques for detecting diagnosing Application Performance problems, to maintain an expected level of service with our business units. Command Center is dedicated to provide exceptional level of service, forming an integral part of Group IT and in turn EmiratesNBD.
• 24hrs Monitoring & Operations department.
• L1 & L2support provided on various system i.e., Windows, Unix, Network, Storage, SQL DB, Oracle DB.
• Successful service delivery of day-to-day/Scheduled task assigned & ensuring smooth operations in timely & professional manner.
• Monitoring, stability & overall performance of services & Alerting/Escalating alerts based on severity such as Warning, Critical or Fatal. • Log Incidents (BMC REMEDY) for reported issues & make sure the Incidents are resolved within TAT.
• Participating in DR/Prod movement i.e., DNS changes, DB Split & Sync activity for Oracle Databases.
• Maintaining a highly secure Infrastructure, protecting sensitive corporate data from external threats.
• Monitoring hourly, daily, monthly & yearly backups on Netbackup monitoring tool & reporting if failed.
• Restoration of old or deleted data as per BSR raised by the user.
• Making sure that SLA and FLM is met by following up as per Banking standards.
• Providing FCR on Every call, documenting the implementation on day-to-day basis.
• Respond to request for assistance or information.
• Worked/changes done on V.I Editor.
• Excellent knowledge of ACM systems (EGUARD).
• Outstanding Analytical and leadership skills.
• After office hours support provided to application owners.
• Preparing Times line reports for Critical or High incidents.
• Preparing shift hand-over in line with the required action to be taken over by the next shift personal.
• Provided process training to new beginners joining the department

ATM Monitoring Analyst.
• Responsible for Monitoring ATM’s and CDM’s all over UAE.
• Monitoring 3rdparty ATM’s for Banks like BSBD, AIBD, KFH, KSA, FGBD, LTSB, Bloom Bank.
• Handling Vendor related Request, Issues, Query & providing complete 1st level Technical support.
• Providing FCR on Every call, documenting the implementation on day-to-day basis.
• Making sure that the SLA and FLM is met by following up with the vendors according to the Banking standards.
• Identifying the exact issue and escalating it to the concerned department as well as following up with the concerned department if and when required.
• Making sure that the Up-time for each and every ATM’s & CDM’s monitored is achieved as per the Monthly target.
• Preparing shift hand-over in line with the required action to be taken over by the next shift personal.
• Making sure that the Up-time for each and every ATM’s & CDM’s are achieved as per the Monthly target.

Customer Service Representative & Office Assistant
• Attending to Call in Customers.
• Handling Customer Request, Issues, Query & providing complete Customer support.
• Trouble Shooting for Hardware & Software related issue.
• Convincing prospective customers with regards to the best configuration setup depending on their requirement.
• Up-selling of products to new prospective customers.
• Documentation on each and every call.
• Hotel reservation for staff travelling.
• Booking of Air/Train tickets for the staff.
• Filing of each & every document necessary for the organization.
• Meeting up with assigned targets.
• Computer Operations.

Contact Center Executive (Customer service Representative) - International voice operation US.

• Sell the products which the organization was dealing in.
• Providing Information to prospective customers regarding the different packages provided by Dish Network.
• Handling Customer queries over the phone.
• Creating an up-sale opportunity for the products that the organization was dealing in.
• Documentation on each and every call.
• Meeting up with assigned targets.

F&B Attendant.

• Attending briefings.
• Completion of assigned tasks for the day.
• Organizing the mizapla against the orders according to the shift timings.
• Preparing a checklist for the stock inventory.
• Preparing the Breakage report of the month.
• Preparing bills through the Micros (exclusively used by the Taj Group of Hotels).
• Up-selling of the different items available on the menu.
• Handing over the information to the next shift personnel with regards to the orders placed.