Fall River Application Support

Paulo Correia

**** ****** **, **** *****, MA ****0 • 508-***-**** • **********@*****.***

» Profile

Able to successfully multitask and excel in a fast-paced work environment. Always very

motivated and enthusiastic about developing good relations with colleagues and customers. Experienced in escalated customer issues to ensure resolution of customer problems. Quickly assimilates new information, identifies and provides expert information and security guidance to mitigate risk. 23+ years of experience implementing technical solutions and resolving technical challenges in a 24x7 environment. Exceptional leadership, organizational, interpersonal, and problem resolution skills.

» Education

Rhode Island College, Providence, RI

Bachelors, Computer Information Systems, 1995

Bristol Community College, Fall River, MA

Associates, Computer Programming, 1992

» Skills

Applications/Platforms:

Process 360, Webfocus, Sharepoint, MS Office apps, Windows Servers, IIS, Oracle and SQL databases, Networking, FTP, Active Directory, Branch Applications, ITSM, Service Now, Everbridge. Archer GRC

Certifications:

ITIL Foundation v3 Certificate for IT Service Management

» Work Experience

Technology Incident Manager, AVP, Johnston, RI

Citizens Bank: June 2019 to June 2023

•Identify emerging risks and take/recommend appropriate actions to mitigate those risks.

•Ownership and accountability for standing up remote bridge line (via Teams, WebEx, Zoom) engaging all needed resources albeit internal IT teams, business lines as well as 3rd party vendors. (24x7)

•Incident escalation to problem managers and senior leaders to create awareness, visibility and set expectations on RTS. (Return to service)

•Managing personal assignment queue on open or preexisting incidents until full resolution is achieved, and incident is deemed resolved and closed.

•Mobilize the appropriate IM Team in an incident and provide support and guidance, record incidents and identify opportunities for continuous improvement

•Initial communications and follow up communications to Bank and executive leadership on status as appropriate.

•Leading the Incident support calls and efforts in order to restore service and drive closure to meet required SLA’s.

•Clear and concise documentation in our Archer GRC system that accurately depicts issues, key players, times of occurrence and forward actions.

•In cases where status is identified as significant or greater, clearly document and summarize incident to executive leadership.

Senior Service Delivery and Improvement Specialist, AVP, Cranston, RI

Citizens Bank: January 2013 – May 2019

•Manages Application Support Team, with offshore and onshore resources.

•Works closely with the Application Support Managers to drive application support within the agreed upon Service Level Agreements, managing production turnover of new projects, and working closely with our strategic partners on improving overall service.

•Adhere to a strict Change Management/Production Readiness policy to ensure timely notification, testing & approval for all systems & application related changes that impact the environment

•Responsible for maintaining daily tracking of delivery schedules, application currency, and Service level agreements for a specific set of supported applications.

•Always looking for service improvements and stability of the supported applications

•Establishes active and strong relationships with supported business lines as well as peer groups.

•Assist in business continuity planning and tracking as it relates to the exercising of production applications.

•Recommends hardware and software solutions, including new acquisitions and upgrades.

•Works as an SME for various applications and takes over outstanding issues and drives them to resolution when assistance is needed. Provides senior support for Application/server migrations and upgrades as well.

•Member of team doing a deep analysis of critical apps in the organization and evaluate if they are a Fit for Purpose and a Fit for Use.

Lead Application Support, Distributed Application Support, Cranston, RI

Citizens Bank: February 2004 – January 2013

•Monitor, troubleshoot & repair application software issues for branches and back office, escalate to 3rd party vendor as necessary, while using fact finding techniques & analytic tools to identify problems, improvement opportunities.

•Takes a systematic approach problem solving to identify root cause & effectively resolves difficult or unusual problems with critical thinking. Perform application upgrades for third party vendor supported software applications

•Ensures knowledge transfer to work group/project peers in documenting solutions by writing clear & concise technical documents

•Provides technical expertise to terms, conditions, & schedules of agreements with product/service providers meeting all Service Level Agreements

•Adhere to a strict Change Management policy to ensure timely notification, testing & approval for all systems & application related changes that impact the environment

•Manages & maintains status of project responsibilities also provides technical supervision on projects.

•Demonstrates leadership abilities by reaching out work across functional teams to achieve group goals & mentor others

Backup Supervisor, Technology Service Center, Cranston, RI

Citizens Bank: September 2002 - February2004

•First line of technical support over the phone and remotely, worked and monitored team lead and supervisor queues for problems not resolved on the first call.

•Performed Supervisor functions for the daily technical problems when needed and escalations as well.

•Developed MSAccess DB to track all branch technical details which reduced time to assist branch colleagues

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