Senior Support Analyst
Fiserv Inc
Total years of experience :23 years, 9 Months
Fiserv Corporation is a Financial Software House. The division currently working in develops Trading and Corporate Actions software for a number of large Investment Banks.
Principal point of contact for both external and internal customers with regard to application queries/issues. Collate all required information and data to analyse a query including developing database queries. Reproduce issues and analyse problems to determine the appropriate means of remediation. The process of investigation requires recreating client environments and applying resolutions before providing the solution to the Client.
Knowledge of client/server and multi-tier architectures; relational databases; data analysis; and database design. Troubleshoot database problems, ODBC issues, operating systems, web servers. Knowledge of TradeFlow supported operating systems (Windows, Solaris) and a Broad business process knowledge ideally including, trade matching, settlement, STP, Corporate Actions, SWIFT .
Communicate in both verbal and written form including a solid grasp of diplomacy and how to utilise communication style, temperament, tone, etc. to work with clients in pressure situations and maintain a professional and enthusiastic attitude with clients even in the most difficult situations.
Technologies in use include Oracle 9i/10g/11g, Messaging queues, SQL Server 2000/2005/2008, Apache Tomcat, IBM WebSphere and SWIFT Standards/Trading process. ANSI SQL, Transact-SQL and PL/SQL, MS SQL Server/DBA or Oracle Enterprise/DBA Windows Operating Systems, UNIX (Solaris)
Project Managed FCRM projects for numerous clients. Working to tight deadlines and monetary budgets. Communicated effectively with teams across countries and time zones to bring projects to completion.
As Business Analyst performed workshops for clients, including requirements gathering including deriving scope for KYC, Risk based Due Diligence (RBDD) and transactional screening. Created Business Requirement and Technical Requirement documentation for addressing technical and functional queries. Prepared pre-sales demos and effort estimations for potential clients.
Created and managed project plan and documentation for all stages of project planning.
Travelled to clients in the South East Asia region extensively.
Technical Junior Project Manager Transport for London (TfL)
Currently working on a systems upgrade project for the Human Resources Department in TfL.
Daily duties include keeping track of progress and and updating all teams on the status of the project via status reports and financial reports. As well as supporting the application infrastructure on a daily basis
Give advice on resourcing and distribution needs of the project. Having to learn new processes for systems delivery on a regular basis to make sure that the project is meeting all deadlines. Liaising and communicating with the client to help deliver the project within timescales.
Support Team Leader Transport for London (TfL)
TfL Managed Applications Department
Part of a team of support analysts and developers, working on the client site, maintaining and where necessary creating web based applications for TfL. Calls for the support applications come in through Remedy, and are managed and resourced by myself. Daily duties include technical support of applications, which include application debugging, installations and investigating issues. As well as, User ID Administration, clearing locked sessions, and addressing user questions.
Most of the applications are written in ASP.NET with a SQL Server backend, many of the others are written in VB6 also with a SQL Server backend.
Analyst Programmer Outsourcing to Malaysia Int’l Oil Major
In April 2004 was outsourced to Malaysia my duties included supporting/training local staff in writing code in C++, writing Oracle stored procedures and writing integration and unit testing documents as well as performing tests on the system. Also had responsibility for resource management of the team and liaison with project manager.