Shatila Rahman

Experience

• 

  Hiteishee

  Sept 2009 - Jul 2014

  IT Support Analyst/Systems Engineer

  -Supporting companies Yo Sushi, World Gold Council, Bank of Beirut, Bank of Ceylon, GTL, Design Museum, National Literacy Trust, US TAX Financial LTD.-Support users in UK, USA, Beijing, Shnghai, Mumbai.-Take part in shift Rota between 08:30AM to 22:00, managing overall services level to clients.- Responding to all level of service requests via phone, email and online logging service (MSA).- Maintaining SLA, meet targets, incident management system kept up to date.-Troubleshooting and diagnosing all level of service request from laptop, desktop, server and network level (1st to 3rd line level), install third party software Sage, Rebus, Raiser Edge. -Install and trooubleshoot using remote support tool, Logmein, Team Viewer, Webex, Windows RDP.Active directory, DNS, DHCP, SUS, VPN, Hyper V, IIS, SQL, Veritas Backup, Online Backup, Nas drive, UPS.-Blackberry enterpriser server and BIS support, Blackberry mobile and various other brand mobile device email configuration iPhone, HTC, Nokia-Install and Troubleshoot using Remote support tool, Logmein, Team viewer, Webex,, Turbo Meeting, RDP.-Recommend system upgrade, network and file security solution.-Attend clients office when demand level becomes high to deal with any technical issue.-Actively involved in responding with the team all level of customers request from desktop to network level.-Manage system critical monitoring service, Backup, critical system service, Disk space, Intrusion-Maintain daily schedule and plan future schedule.-Provide monthly service report to client, Carryout system Audit as required. Show less

• 

  Marex Spectron

  Oct 2014 - Sept 2018

  - Work closely with Data Management team with Database related issues-Data analysis via SQL/Oracle/Excel, OBIEE/Business objects-SQL back up and restore (UAT), SSAS, SSRS, SQL scripting and relational database-Collaborate with Devs, Business Analysts and Vendors -Manage vendor system upgrades and implementation -Provide 1st/2nd/3rd line support for all Trading Platforms (back office and front office) offered by Marex Spectron to both internal and external client base/pro trader -Manage projects and mandatory upgrades -Technical client on-boarding -New system analysis and implementation -Exchange reporting & Compliance audits -Responsible for all client questionnaires -High Frequency trading platform knowledge – Produce and regularly maintain to high standard -Liaison between technology dept. and business groups to communicate system changes -Manage client technical requirements within Marex technology department -Ensure knowledge is captured and updated in the Marex Spectron Wiki -Assist project managers with the disaster recovery plan - Involve with various projects and making sure I fully understand the project lifecycle Show less -Supporting over 600 brokers (on-site/remote) within different financial sectors(i.e. Fuel/Oil, Energy, Metal, Agriculture, FX, Securities, Equities etc) in London, USA, Honk Kong, Singapore and Norway offices. -Maintaining SLA's, meet targets , incident management system kept up to date.-Provide 24/7 support - this is achieved by being available on call. -Logged and investigate all IT incidents reported on JIRA system, thereafter monitor and action the progress of incidents until completed satisfactorily. -Troubleshoot Citrix related issues.-Install/troubleshoot trading software Bloomberg, Thomson Reuters Eikon, Web Ice, CME, Trayport, Fidessa (Sybase/non Sybase version), TEO, ICE Block, Global Vision, AutoAudit.-An important function is to perform Morning and Evening checks in the UK data center for any critical issues.-Use SCCM to deploy corporate images to workstations. -Attend change meetings to make sure I am fully aware of any IT policy changes (ITIL) in the firm. -Troubleshooting and diagnosing all level of service requests/incidents from desktops, servers and network level-Deal with client business critical service issues with email, data restoration and network.-Troubleshoot systems running following products - Windows XP, Windows 7, Windows 2003, Windows 2008, Exchange 2010, Active directory, DNS, DHCP, Cisco Anyconnect, Online Backup. -GOOD enterprise and BES support.-Manage system critical monitoring service using PRTG monitoring tool and monitor alerts on HP Insight Manager.- Dealing with Websense Cloud Issues.-Implement process and procedures to maintain communication to clients and with all incidents undertaken.-Understand and comply with the Marex Spectron Change, Incident and Problem management processes. Ensuring that the Incident escalation process is fully adhered to.-Ensure all suspected security breaches are reported to the Information Security Officer.-Ensure knowledge is captured and updated in the Marex Spectron Wiki. Show less

  • Trading Systems Support Analyst

    Oct 2016 - Sept 2018

  • IT Analyst

    Oct 2014 - Oct 2016
• 

  CALYX

  Sept 2018 - Feb 2022

  Technical Support Analyst - Clinical Data Integration

  • Responsible for supporting the Clinical Trial Management System (IMPACT) which involves various types of integrations support (IRT/EDC).• Event monitoring via App Dynamics and integration alerts to perform pro-active support of client solutions.• Involved in Problem Management to ensure resolution by liaising with 3rd Line teams and Engineering.• Working on T-SQL and PSQL to support Integrations and IMPACT System to extract/troubleshoot application/data related issues for clients.• Perform PI Integration Go lives - Releases for new studies.• Understanding and troubleshooting over the integration platforms and methodology to exchange data, using industry standard integration technologies: Informatica, Tibco.• Working with the OSD and Service Transition teams to on board new clients to support CTMS Solution. I am responsible for extracting technical information to build and deliver LMS course for our team, gather knowledge base to upload on the Technical resolver SharePoint and train my colleagues before the integration go live. Show less

• 

  Endpoint Clinical

  Jun 2022 - now

  - Participates in and supports all assigned client implementations, from initial engagement to final launch.- Participate in study design meetings, along with the Project Manager and project team.- Provide support to the Project Manager on study related duties during pre-go-live activities.- Responsible for live study support activities including client contact.- Liaise directly with clients on development and/or live study maintenance issues as needed- Actively perform Live Project Reviews to identify potential issues and highlight these to relevant internal departments or with the client as needed- Propose solutions/efficiencies on live study issues- Actively review Customer Care Operations’ calls on assigned studies- Liaise with project team on study related issues- Responsible for delivery of study related documents to client within agreed timelines- Create study documentation as necessary- Participate in or lead client acceptance testing process- Manage the complete project amendment process- Update specifications and other study related documentation as necessary during maintenance phase of study- Communicate with clients as necessary on any aspect of study- Attend investigator meeting as required Show less

  • Project Manager

    Sept 2024 - now

  • Associate Project Manager

    Jun 2022 - Sept 2024