.

.

Summary With a career spanning over ** years, have honed my skills as a results-oriented Technical Lead in Application Support at Rogers and BMO. Expertise extends to comprehensive database management, including Oracle and MS SQL, where I adeptly craft both simple and complex SQL queries. Proficient in providing technical assistance for business applications, with a solid foundation in Linux/Unix, Batch Scheduling, and monitoring software such as ITRS and Splunk. Track record speaks for itself, with successful installations, configurations, and support for a diverse range of business applications. Excel at collaborating with external vendors, a pivotal aspect of my role that requires seamless coordination to deliver application support. Effectively deployed fixes to lower environments, conducted rigorous testing, and smoothly implemented solutions to higher environments while adhering to established change management protocols. Expertise lies in architecting, implementing, and enhancing solutions on the D365 Retail and e-commerce platform, a role that perfectly aligns with the outlined responsibilities. This deep understanding and hands-on experience in solution architecture and implementation should inspire confidence in my technical capabilities. Dedicated and experienced in application support for distributed technologies, Unix, shell scripting, and Python, with solid knowledge of PMLC/SDLC and some core Java development. Furthermore, my proficiency extends beyond the realm of application support. Well-versed in working in Linux environments and VMware, aligning perfectly with the specified requirements. This comprehensive expertise, coupled with my technical leadership role, ensures a robust foundation for handling the technological landscape at any financial institution.

Skills Remedy (BMC)

ServiceNow

Clarify

Visual Studio

OTRS

WINVNC

JIRA

Windows

Linux

UNIX

Log

Debugging

Defect fixing

Maintenance of software programs

Management

Event Management

SDLC and Change Management process

experience and knowledge

PowerShell

C

C++

Shell

Batch

AUTOIT

Visual Basic

Scripts

Software Q&A

Network monitoring tools

ITIL

MS SQL

Query

Python

Java

Oracle

WebLogic

Excel reporting

Harry Joseph

ad5am0@r.postjobfree.com • Toronto Ontario • 647-***-****

.

.

Experience 08/2022 - Current

Senior Application Support Analyst (contract), BMO, Toronto, ON

Played a pivotal role in ensuring the seamless operation of critical CMOD and MMOD applications, including OpenText, Livelink, APMS, Power BI, and Oracle

Collaborating closely with internal and external partners, facilitated the consistent installation and robust support processes for BMO Merchants

Proactively identified, resolved, and escalated service delivery issues and complaints, consistently prioritizing optimal customer satisfaction

Conducted rigorous product testing to drive continuous improvement, diligently documenting bug reports and evaluating device performance, including the monthly insanity test

Additionally, developed and delivered comprehensive product training sessions for Support analysts, arming them with the knowledge and skills essential for excellence in their roles

Code maintenance of various applications such as Java, SQL, VB.net

My responsibilities extended to maintaining accurate and up-to-date service tickets and logs, ensuring meticulous record-keeping of support activities for future reference and analysis

Diligently monitored installation and service tickets, ensuring their timely completion and adherence to established service level agreements

Support and maintain various BMO Legacy and Web-based applications, including API interfaces

Created automated testing Tools.

07/2018 - 07/2022

Sr Application Support/ Retail Developer Lead, Rogers Communication, Brampton, ON

Led end-to-end implementations of D365 Retail and eCommerce solutions within a bespoke environment, integrating seamlessly with Xstore Oracle Retail System, resulting in enhanced customer experiences and increased operational efficiency

Collaborated with cross-functional teams to translate business requirements into technical specifications and architect solutions, ensuring smooth integration of D365 Commerce with Xstore Oracle Retail System, POS, and payment systems

Successfully architected and executed D365 eCommerce solutions in a headless environment, leveraging third-party integrations with Xstore Oracle Retail System, improving system flexibility and scalability

Acted as a pivotal contributor to multi-site and multi-country rollouts, optimizing processes, reducing costs, and increasing revenue streams through practical D365 Commerce and Xstore Oracle Retail System implementations

Played a vital role in creating and maintaining documentation aligned with client process flows, ensuring clear communication and streamlined project management

Facilitate support testing in a quality assurance pre-production environment

Employ batch, Autoit, Python, and PowerShell to compose, examine, and maintain applications

Microsoft D365 Retail and eCommerce

Xstore Oracle Retail System

POS Staging and Rollout

.

.

PowerApps, Commerce HQ, CSU, Power BI, Site Builder

Headless architecture and third-party integrations (Dataverse, iPaaS)

D365 reporting and integration tools (C#, X++)

Multi-site and multi-country implementations.

09/2015 - 06/2018

Team Leader Service Delivery, Rogers Communications, Brampton, ON

Guided colleagues in Technical Support and Shared Services teams by providing expert advice

Mentored and supported employees on daily procedures and provided instruction for performance enhancement

Assessed employee performance to deliver constructive feedback

Maintained ongoing communication with clients to aid and enhance user experience

Observed staff attendance about assigned work hours

Devised job rotation for continuous improvement and operator growth

Serviced resolution of daily IT desktop issues for various departments and offices

Implemented and adhered to guidelines for safety and quality services

Produced training manual for all employees to utilize as reference

Identified areas for process improvement by examining support cases for technical accuracy and troubleshooting proficiency.

01/2013 - 08/2015

Senior Operations Analyst, Rogers Communications, Brampton, ON

Held accountable for reporting project status and communicating with clients through the project manager for prompt completion

Analyzed operational failures in-depth to determine the problem source

Interfaced with managers and personnel to focus the examination on essential areas and business processes

Responded to client queries via telephone by successfully comprehending user difficulties, implementing testing protocols, and asking insightful questions

Guarded Microsoft servers against network vulnerabilities by installing software updates and security patches

Integrated a new ticketing system aligned with ITIL guidelines, deploying usage of OTRS open-source, leading to expense savings for the company and heightened customer satisfaction

Administered programming modifications, equipment upgrades, and customer and billing details

Successfully supported various business applications, demonstrating a solid understanding of SQL, Linux/Unix, Batch Scheduling, and monitoring tools such as ITRS and Splunk

Collaborated with cross-functional teams, showcasing practical communication skills to explain technical issues understandably to non-IT staff

Displayed advanced execution capabilities and adaptability to rapidly changing priorities, ensuring efficient problem resolution

Utilized solid analytical skills for issue tracking, reporting, and effective problem management.

.

.

Education and

Training

01/2008

Microsoft Certified Solution Expert (MCSE)

Business Administration Course

Yorkville University

Diploma Programming

Humber College, Toronto, Ontario

Social Science Diploma

Dawson College, Montreal, Quebec

Languages

Profile

French

Spanish

https://www.linkedin.com/in/harry-j-1538023/

Contact this candidate