Jero Terrence

Experience

• 

  Wipro Technologies

  May 2012 - Oct 2016

  Senior Software Engineer
• 

  Lloyds Banking Group

  Feb 2015 - Feb 2016

  Senior Software Engineer
• 

  Tata Consultancy Services

  Oct 2016 - now

  * Supported more than 250 applications (both on-prem & cloud-based) and achieved 95% resolution rate for P2/P3 incidents within SLA timelines.* Maintained satisfaction rating of 90% or above from clients and stakeholders through regular communication and effective problem resolution.* Supported application deployment and managed environment-related configurations.* Suggested and Implemented at least 8 process improvements annually to reduce operation backlogs and enhance efficiency.* Monitor KPIs related to incident resolution time, SLA adherence, and customer satisfaction, aiming for 95% or above achievement rate.* Generated monthly reports in Power BI highlighting key performance metrics and trends, achieving a readability score of 85% or above.* Prepared Impact Assessment documents for Change Requirements for projects with 95% accuracy rate.* Performance tuning of DataStage jobs by achieving a 20% improvement in job performance metrics after tuning activities.* Identified and resolved at least 3 potential problems per quarter to ensure a smooth workflow and prevent disruptions.* Presented reports to stakeholders by the end of each week, addressing all incidents and problems with clear resolution plans, achieving a client satisfaction rating of 90%.* Created knowledge base documents for the awareness of the teammates which helps in quick resolution of future issues. Show less

  • Application Support Analyst

    Oct 2021 - now

  • Associate Consultant

    Nov 2020 - Sept 2021

  • IT Analyst

    Oct 2016 - Sept 2021