Experience

• 

  Keystroke investments and development inc.

  Jul 2012 - Nov 2012

  Junior system analyst

  • Quality assurance for both design and functionality of a web based Real Estate Contact Management System• Lead of the demonstration team when the system was first presented to the client and redesigned the system based on client’s feedback• Created technical and user manuals

• 

  Opentext

  Nov 2012 - Jan 2016

  Associate support specialist

  • Performs first-hand analysis of issues encountered and provides resolutions to known cases• Proactive monitoring of business systems (Enterprise and Applications Integrations) to ensure continuous transfer of data and real-time reporting• Escalation of issues to tier 2 support for further analysis• Provides technical analysis on cases reported by customers• Receives reports from customers through calls and emails• Collaboration with other teams for faster resolution of cases• Works with global teams for handling system maintenance• Supervises certifications of suppliers for alignment of customers specifications to EDI standards• Documentation of new processes and procedures handled Show less

• 

  Dxc technology

  Jul 2016 - now

  • Managing team and project budget, saving costs, and maximizing income in carrying out project activities• Work closely with management and employees to plan and set goals for the team and organization• Evaluate employee effectiveness and performance annually or on as as-needed basis• Supporting employees with training and development activities for capability building• Monitoring team performance to ensure objectives are met including administrative processes• Hire employees and ensure their specific needs are met for their successful onboarding within the workplace Show less • Present and prepare reports used in Monthly Operations and Service Reviews• Drives and implements Service Improvement plans to ensure operational effectiveness and efficiency (technical, process, or work discipline)• Set up the demands for the service engagements in PPMC (Project and Portfolio Management Center), or work with the appropriate PPMC project manager.• Aligns with the Site Leadership regarding the Staffing/Resource needed to deliver the service.• Analyzes and reviews service performance against the SLAs and OLAs• Produce regular reports on service performance and achievement to the customer and stakeholders at an appropriate level, covered by application support engagements. Show less • Overall lead of the team and manages the operations• Creates and adjust the schedule accordingly.• Assist staffing manager in identifying resources to assign to project and ongoing support demands• Develop subject matter expertise on respective technology, and come up with overall capability building plan on supported applications• Coordinate the creation and update of solution-specific documents• Provide coaching and mentoring• Helps in the organization building• Ensure admin tasks are accomplished by the team• Review actual hours tracked by resources against the service engagement against the expected allocations Show less • Responsible for providing and coordinating the trainings needed for the L2 resources for the different service lines and process management• Ensures that all documents are up to date and is using the correct format as well as maintaining it to a common repository for easy access• Assures that the team receive proper knowledge transfer trainings from the developers when they transition their projects to operations• Make sure that the service improvement plans for the team's capability building are executed and applied Show less

  • Team Manager

    Oct 2021 - now

  • Application Delivery Lead

    Nov 2020 - now

  • Operations Team Lead

    May 2018 - Dec 2021

  • Regional Service Manager

    Jul 2018 - Nov 2018

  • Subject Matter Expert

    Apr 2017 - Oct 2018

  • Knowledge Manager

    Jul 2016 - Nov 2017