Tham Diep

Experience

• 

  Hologic, Inc.

  Dec 2007 - Feb 2011

  Production Technologist

  Responsible for the assembly, inspection and data collection of Magnetic Resonance Imaging (MRI) coils from raw parts to final product. Inventory management using resource planning software and assisting engineers with R&D from data collection to final inspection and testing of prototype.• Reduced inventory discrepancy by closing work orders, conducting physical parts count and updating inventory quantities for manufacturing.• Increased the overall passing rate of final coil testing by engineers in hospitals and achieved above acceptable standards.• Improved quality of MRI coil imaging from participating in R&D for new prototypes of coils by assisting engineers in the assembly, inspection, testing and reviewing of schematics prior to production.• Increased production rate by developing efficient techniques and suggesting in the improvements of schematics to help train new technicians as well as hands-on demonstrations for better understanding. Show less

• 

  IBM Canada

  Feb 2011 - Aug 2015

  Monitor system production batch execution using various mainframe tools and troubleshoot any issue that impacts batch. Perform dataset creation, recovery and modification and system checks to ensure operation availability as well as provide client support.• Ensured zero down time on system links affecting client trades and delay of batch execution by closely monitoring and resolving issues that exceeded recovery time.• Excelled in client support by quickly understanding their inquiries and ensuring all problems are resolved in a timely manner.• Succeeded in fully training new employees ahead of schedule by going through unique scenarios, shadow my communication with clients and ensure they pass test requirements.• Earned high levels of trust and reliability from Manager and team by effectively presenting the PowerPoint of quarterly Service Level Agreement report to senior management on behalf of the team.• Developed relationship between client and Client Service Representative (CSR) by fulfilling CSR request from clients ahead of deadline. • Reduced work load and increased work productivity of Security Masters department by back filling the team to input clients' requests for Money Market codes and various options. Show less • Ensure customer Service Level Agreements are met by monitoring the progress of jobs on critical path against ideal time and resolving errors as identified. • Monitor the completion of jobs on checklist and resolve issues during batch processing by using ISPF.• Achieve 0% client impact and errors through the successful execution of change management process which involves reviewing the change before implementation.• Perform tests accurately with minimal issues during Disaster Recovery (DR) exercises through precise coordination and teamwork with Securities Industry Services (SIS) teams.• Exceed clients’ expectations by being readily accessible through conference call while conducting tests to resolve issues in a timely manner resulting in excellent feedbacks.• Escalate job errors on a critical path efficiently by reviewing the specializations of all teams, exerting knowledge in severity escalation procedures and conducting in-depth analysis of tickets to gain better understanding for prompt resolutions. Show less

  • Advanced Support Representative - Intermediate

    Aug 2012 - Aug 2015

  • Advanced Support Representative

    Feb 2011 - Aug 2012
• 

  Citi

  Oct 2015 - Apr 2020

  Production support maintaining availability of numerous application services and ensuring issues are communicated accurately to users and relevant stakeholders. Work closely with relevant support teams, development teams, infra teams and business members. Proactively seeking improvements to the stability of the application. In addition to Application Support Intermediate responsibilities:• Prevented major incident from occurring for application by escalating to associated technology teams (DBA, SA) with detailed analysist of investigation from reviewing system logs, checking system status and using browser developer tools. This led to quick resolution within SLA.• Ensured deployments and releases to production environment are implemented successfully by coordinating with developers and associated business members and performing thorough checkout of the production application.• Successfully actioned all deployments to UAT/PROD environments within change window by cross checking each deploy items to ensure correct version is available prior to deployment• Conduct data extraction from database using MS SQL and DB Visualizer according to user requests and to investigate if upstream feeds is correctly received. Show less Production support level 2 maintaining availability of applications and ensuring issues are accurately communicated to level 1 team and the business. Work closely with Level 1, development teams, infra teams and business members. Responsible for Incident and Problem management.• Decreased user escalation to Level 1/Level 2 support by creating ITRS alerts using SQL queries to actively capture data errors before users are impacted.• Ensured production application has all changes and enhancements completed from release and deployments without error by performing thorough checkout.• Successfully actioned all deployments to UAT/SIT/PROD environments by thoroughly reviewing each file and ensuring correct files are in place.• Resolve user issues ahead of SLA by proactively engaging Level 1 support and users in a conference to fully understand the situation and resolve the issue at once.• Ensured application UI is correctly reflecting current data by cross checking in the database using queries.• Created additional monitoring in ITRS to capture data discrepancy between database and user interface requirements to resolve issues before users are impacted.• Successfully trained new team member within timeframe, which increased overall team efficiency in resolving system and user issues. Show less

  • Assistant Vice President

    Jan 2019 - Apr 2020

  • Applications Support Senior Analyst

    Jan 2019 - Apr 2020

  • Applications Support Intermediate Analyst

    Oct 2015 - Jan 2019
• 

  Eze Software (SS&C Eze, a unit of SS&C Technologies)

  Sept 2020 - Mar 2021

  Senior Client Solutions Analyst - OMS Application Support

  Front office application support for the Trade Order Management System product, supporting client requests and issues such as order creation, commission and fee calculations, order finalization and allocations, portfolio and analytics management and reporting. Performing SOD checkouts.• Maintained high level of standard and reputation by acknowledging hot client’s request and issues raised within fifteen minutes and providing timely updates and resolutions.• Resolved Fixed Income issues such as discrepancy in accrued interest by quickly understanding the rate calculations through online searches.• Resolved false trade in reconciliation break out report by cross checking alias of security vs database and escalating to associated team to fix SQL logic.• Replicated and documented software issues and communicated to Product Management and Development if any logic needs to be reviewed or changed relating to client reports.• Reviewed SQL logic of reports to modify them and resend previous day’s trade details. Show less

• 

  Societe Generale Corporate and Investment Banking - SGCIB

  Mar 2021 - Jun 2022

  Front Office DevOps Engineer/Senior Application Support

  FX trade lead support, manage users’ requests and incident flows by gathering information from different communication channels (trading floor live interaction and phone etc.). Deliver IT Support services relying on ITIL framework and core processes.• Led investigations and resolved problems independently by using various troubleshooting techniques such as reviewing logs, utilize UNIX, SQL and scripting skills to check system errors. Collaborated with developers to improve the core chain used by the business activity.• Followed up on escalated problems to promptly update end users. Liaised with other teams to address clients’ needs/expectations/issues. Organized and led follow-up meetings with various stakeholders which developed a high level of trust and appreciation from traders and the development teams.• Ensured tools are in line with the needs and took initiatives to improve efficiency. Engaged and improved the Follow-the-Sun model and leveraged on the global setup by working closely with Paris and New York offices resulting in great relationships.• Estimated the risks and opportunities and took initiative to reduce the risks and improve the team’s efficiency. Provided support to other peers and trained new joiners on the perimeter which leveled up the team’s knowledge and expertise very quickly. Show less

• 

  Citi

  Aug 2022 - now

  Vice President - Senior Application Support Manager

  NAM production support lead and SME, managing cluster of applications including expense, deal management, reporting, document sharing and storage. Lead organizational wide objectives for stability and efficiency projects, represent production support team in bi-weekly incident management calls with senior management. Collaborate with application teams on knowledge transfer such as demos, review the stability and resiliency of the application prior to releases, and lead organizational wide annual DR/COB activities.• Lead triage calls with application teams and developers to quickly address recurring issues, review if sufficient QA testing is in place before implementing changes to production resulting in reduced incidents. • Coordinate annual COB exercises for multiple applications from creating runbook and COB tracker to normalization of production environment. Received positive feedback from application managers.• Lead and guide NAM and APAC support team in building a solid foundation of best support practices such as proper incident and request tracking, response timing, updating knowledge base and proactively engaging application teams with improvement suggestions which achieved tremendous positive feedback from business users and senior application managers in first three months of joining the team.• Initiate collaborations with application managers and development teams to review any gaps in monitoring, log recordings, troubleshooting and escalation processes resulting in an easy pass in internal audit. • Proactively collect metrics of alerts generated from monitoring tools such as App Dynamics and ITRS Geneos and engage with application teams which removed thousands of unwanted alerts and prevented critical alerts from being missed.• Engage application managers and teams to review on the testing and upgrade risks for database, openshift, portal and changes to company managed segment level which prevented application outage. Show less