Olaf Kern

Experience

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  Wagner Service s.à.r.l

  Aug 1989 - May 1991

  Analyst-Programmeur

  1st and 2nd level support of banking software (Dial, Emos), development of new functionality. Languages: Cobol, Delta Platforms: Kienzle; DEC Vax/VMS

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  Mercury Informatique

  May 1991 - Dec 1996

  Analyste programmeur

  Analysis, Development, Implementation, Support of Software Packages to handle Coupon payments (Frontoffice input components, Backoffice processing, booking interface to Banking-Backoffice Software Emos.)Hardware: DEC Vax/VMS; Software: Cobol, DecFormsParticipate development of Private Banking Application "Touch of Finance" (Portfolio Enquiry; KYC, order input). Client-Server application, developped using PowerBuilder, DB: Sybase, Oracle, MS SQL Server

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  Midas Kapiti Intl

  Dec 1996 - Mar 2003

  Implementation/Development Consultant

  Development, installation and support of Private Banking functionality (incl interface to backoffice system Midas)

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  Misys International Banking Systems Inc.

  Mar 2003 - Jul 2004

  Support Manager

  Responsible for support team in Luxemburg; maintenance of the different software components and interfaces of Private Banking application (client/server applications for Portfolio Management, with front- and back office components, using technology MS SQL Server, IBM MQ Series)

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  Misys Banking Systems SA

  Jul 2004 - Jun 2006

  Development Manager

  Responsible for development teams in Luxemburg and Manila/Philippines, including staff management. Activities included creation of business specifications, technical designs, test scenarios, project plans for new functionality. Main projects where related to Private Banking functionality (database design, front office components, integration with backoffice system MIDAS, order management and rooting system, using technologies MS SQL Server, IBM MQ Series).

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  Misys International Banking Systems Inc.

  Jun 2006 - Aug 2012

  SUPPORT MANAGER, SUPPORT CONSULTANT PRINCIPAL

  Responsible for support team in Luxemburg; maintenance of the different components and interfaces of Private Banking application (KYC, Portfolio Management, Order Management System) on client/server architecture, with interfaces (via IBM MQ Series) to back office software „Midas“ and external Order-Execution applications (via Fix-messages); enhancements and development of customer specific functionalities; consultancy, installation, delivery of training to staff from business departments and IT support teams Show less

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  Finastra

  Aug 2012 - Jul 2022

  CUSTOMER SUPPORT LEAD, CUSTOMER EXPERIENCE MANAGEMENT (Customer Advocate)

  During the last years, I am mainly in charge of maintaining and improving customer experience/satisfaction. In this role, I am the main contact for our international banking customers for all support-related topics of production systems: error handling and prioritization; complaint management; escalation management; Customer Satisfaction; Monitoring of Service Level Agreements; Statistics, Prioritization; Release Management, Request Management

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  UBS Europe SE, Luxembourg Branch

  Aug 2022 - now

  IT Senior Application Support Analyst