Application support specialist
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My name is Pamela Lubinda and I wish to apply for an Applications Support role. I am currently employed by Innovative Systems, which is a FinTech company serving thousands of customers worldwide including banks, insurance companies and many others. I am part of a global team because we have customers in North America, South America, Europe, Middle East and Asia.
I currently working on Compliance software used by Financial institutions. I am a Second Line Support Analyst who is a point of escalation for major incidents. I am able to liaise with Development over defects and apply fixes to customer environments, both Hosted and On Premise.
I am able to train customers and colleagues on different aspects of our system. In my role, I have become familiar with Anti-Money Laundering Regulations within the financial services industry.
I have gained knowledge of Know Your Customer(KYC), Customer Identification and Customer Due Diligence processes.
I collaborate effectively within a cross-functional team, working with Operations and Product teams to ensure smooth product delivery and Customer Success.
I am able to proactively identify and troubleshoot technical issues ensuring a good user experience.
As part of my role, I participate in Microsoft Azure Cloud Support functions to such as applying Virtual server Windows updates, resolving application processing errors, applying licenses, executing Powershell scripts that automate Azure tasks and many more. I also work with SQL Server Management Studio in my role.
I take part in weekend and Bank holiday support.
amiliar with API calls using Postman. I am always improving myself by training so I have done a course on Udemy AZ-900(Azure Fundamentals) and AZ-104(Azure administration).
Previous to my role at Innovative Systems, I used to work for Hornbill which develops a Helpdesk tool similar to Servicenow. I have experience with the ITIL framework. My day to day tasks included managing incidents from the time they were reported by customers all the way through to delivery of a solution to the customer.
I also worked with Change Requests from customers and communicated them to development as Feature Requests which were delivered as solutions. I assisted customers who who had installed the application on Windows 2008, 2008 R2 and 2012 and users accessing the application using Windows 7 and Mac OS. I ensured the services were available for customers.
I went through log files if there were error messages. I would fix the application if I could but if unable to. I would log a Problem Ticket with our development team who would fix it and I would deliver the fix files to the customer by installing them on their windows server.
We had VMware running different versions of the application. I used Active Directory as a member of staff at Hornbill. Later on Hornbill developed a SaaS solution called Hornbill. This product was accessible on customer mobile devices such as iOS, MAC OS and Adroid devices so I learnt to support the application accessible on these devices.
I am able to work calmly under pressure. There have been a few times when the product I support either at Hornbill was not meeting the customer’s needs and they complained that they were paying for a sub-standard product. I got the customer to express what they felt was missing from the application and then created requests with development who were able to provide the missing functionality.
The end result was a happy customer. I have had situations were a customer was unhappy with the time a bug was taking to be resolved by development and I would escalate internally with senior development who would deliver a solution quicker to the customer. I tend to put myself in the customer’s shoes and even if a solution is not easy for development to get to, we try to see if there is a workaround the customer can use for the time being until a permanent solution can be found.
Another example of being able to work under pressure is when my manager wanted me to release an online guide for our customers within a few hours. I managed to do so before the deadline.
