Senior Support Specialist , Technical Support Manager, Application Support Manager

o Successfully performed the Error-Cleanup Process and dealt with millions of errors which were reviewed and followed up to resolution by prioritizing and escalating via the appropriate channels to the responsible developer groups.
o Introduced new dashboards and alerts for the operations team to enhance monitoring and response.
o Motivated the members and facilitated team cohesion and collaboration by scheduling recurring meetings in the morning to share experiences and to plan the daily tasks.
o Championed the priority for the adjustment of log formatting, so these can be used

1. Responsibilities: As an external contractor, subject to elevated expectations, operating under the ITIL framework, I have fulfilled roles from Change Manager (Change Initiator, Change Assurance Manager, Change Approver), Incident Manager to Problem Manager (certified by ServiceNow exams). This path has been accomplished after acting as a DevOps professional and Deployer within the Operations team. Performing all these responsibilities has relied on successfully exploiting Big Data technologies to identify, measure, and proactively address issues. For reporting purposes, the mastering of creating dashboards and reports has proven critical in keeping business stakeholders appraised and informed on performance and problem solving outcomes, while maintaining the knowledge base up to date as well as errors, flows, processes and known issues.
   Branch: Banking (asset management for pension and investment funds, gift cards)
   Accomplishments:
   • I maintained a constant certified status in line with Banking Sector Compliance and Regulations.
   • Operational Foundations and Procedures: I developed and implemented foundational processes
     and procedures for the team, enabling effective Incident, Problem Management and Change
     Management flows.
   • I assumed the role of team lead for important projects.
   • I actively contributed to Application stabilization effort:

with big data tools.
o Identified patterns in logs and backend logs to prioritize the development of fixes. Ensured visibility for the business owners to include the fixes in the subsequent releases.

Responsibilities:
As an external contractor, subject to elevated expectations, operating under the ITIL framework, I have fulfilled roles from Change Manager (Change Initiator, Change Assurance Manager, Change Approver), Incident Manager to Problem Manager (certified by ServiceNow exams). This path has been accomplished after acting as a DevOps professional and Deployer within the Operations team. Performing all these responsibilities has relied on successfully exploiting Big Data technologies to identify, measure, and proactively address issues. For Reporting purposes, the mastering of creating dashboards and reports has proven critical in keeping business stakeholders appraised and informed on performance and problem-solving outcomes, while maintaining the knowledge base up to date as well as errors, flows, processes and known issues.
Branch: Banking (asset management for pension and investment funds, gift cards)

Accomplishments:

• I maintained a constant certified status in line with Banking Sector Compliance and Regulations.
• Operational Foundations and Procedures: I developed and implemented foundational processes
  and procedures for the team, enabling effective Incident, Problem Management and Change
  Management flows.
• I assumed the role of team lead for important projects.
• I actively contributed to Application stabilization effort:

o Successfully performed the Error-Cleanup Process and dealt with millions of errors which were reviewed and followed up to resolution by prioritising and escalating via the appropriate channels to the responsible developer groups.
o Introduced new dashboards and alerts for the operations team to enhance monitoring and response.
o Motivated the members and facilitated team cohesion and collaboration by scheduling recurring meetings in the morning to share experiences and to plan the daily tasks.
o Championed the prioritization for the adjustment of log formatting, so these can be used with big data tools.
o Identified patterns in logs and backend logs to prioritize the development of fixes. Ensured visibility for the business owners to include the fixes in the subsequent releases.

Responsibilities:
* Web Application Development and Maintenance: I refactored and redesigned existing code according to design patterns, principles, and coding standards, while using metrics to assess the quality of object-oriented design.
* Automation Scripting: I developed and maintained automation scripts for operational tasks.
* Technical Documentation: I created and updated technical documentation.
* Risk Identification: I identified and assessed risks related to projects.
* Change Management (Method of Procedure - MoP): I led planning, prioritization, preparation, and communication for change management. I served as the scrum master for the deployment team on the VCC project.
* Dashboard and Report Development: I designed and maintained dashboards and reports.

Accomplishments :
* Optimized Deployment Process: I proposed and implemented deployment optimizations, reducing downtime from 6 hours to 30 minutes and eventually achieving zero downtime in a multi-tier architecture environment for Volvo Connected Car - Cloud solution.
* SLA Alignment: Established and documented processes to align work with customer Service Level Agreements (SLAs) at VCC.
* Release Management: I led planning and communication for software releases across environments at VCC.
* Architectural Solutions: I collaborated with the architect team to optimize cloud response time and consistency during global solution expansion at VCC.
* Monitoring Enhancements: I improved real-time monitoring tools at VCC and reporting tools at O2-PPMS.
* Spring Application Development: I contributed to the development of Spring applications for the Connected Car console.
* Smooth Handover: I successfully participated in the handover of existing projects to a different service provider, despite being newly onboarded.