CHARLES JAY

VIERNES

***, **** *, *. ********* Street, New Zañiga,

Mandaluyong City, Philippines, 1550

+63-917-****-***

adle0s@r.postjobfree.com

CAREER OBJECTIVE

To succeed in an environment of growth and excellence and earn a job where I can effectively contribute my skills in the field of Software Engineering especially in the Production Support segment. PROFILE SUMMARY

Information Technology Analyst with strong educational and background in application support and programming, thorough hands-on experience in the full life cycle of the software development process and expertise in Production Support. Maintains and supports applications of different platforms and are used by different businesses related to Finance and Capital Markets. Consistently delivers strong and sustainable technological gains, continuous productivity improvements and essential application re-engineering. PROFESSIONAL EXPERIENCE

Accenture, Inc., Philippines (January 01, 2021 – Present) AIG Shared Services Corporation, Philippines (June 04, 2018 – December 31, 2020)

- Production Support L2

Provides support, investigation, diagnosis, validation and triage of production issue to reduce impact time

Issue outage notifications, open trouble tickets and escalate as needed to Tier II (Travel Guard IT / Infrastructure teams)

Monitor scheduled jobs and task to ensure proper execution and resolutions of issues for failed jobs

Assist with any necessary testing following planned or unplanned change/maintenance work

Design, develop and manage scripts and utilities to support monitoring requirements

Maintains shift logs of activities and events that occurred during shift

Creates knowledge base articles to improve handling and resolution time of incidents TATA Consultancy Services, Philippines (January 25, 2017 – May 31, 2018)

- IT Analyst

Part of the Quality and Application Performance Management team that is responsible in fixing incident (Severity 1 to 5) tickets and in fulfilling service requests raised by the business users for applications related to banking that uses UNIX, Sybase and .NET as technology framework

Take ownership for critical actions to be performed like job restart, application/database capacity monitoring and workflow analysis following the operational procedures (incident management, ticket workflow management, escalation policy, communication policy) at all times

Prepares implementation and back out plan/documentation and facilitates scheduled releases, deployments and changes activities as executor

Creates and maintains knowledge base articles regarding ticket closed detailing the root cause, the steps on how the issue was resolved and how to avoid the scenario from happening again

Responsible in consolidating weekly to monthly data on the ticket closed by the team and review the performance based on the data gathered

Managed the Disaster Recovery activity and become the primary contact ensuring that all parties involved are made aware of, documents needed are completed and guaranteeing that in the event of such disaster, continuation of vital processes are possible

Automated the process on how much additional space needed for the database capacity will be on the allowed threshold Accenture, Inc., Philippines (November 05, 2012 – December 30, 2016)

-Software Engineering Analyst, Application Maintenance and Support Group Lead (July 2015 – December 30, 2016)

Spearheads a group of software engineering analysts who provide technical supports and maintenance to over 30 applications which are RAD in nature and are diversified in terms of technological platforms (MS Access, .NET, Java, UNIX, SQL Server and Oracle) for any production-related concerns

Provides L1/L2 technical assistance to business users for any application incidents and requests that require code and data level investigations

Provides RCA, proposes application designs/models and endorses RFC to development team for application enhancements and essential code-level changes

Mentors the support team in Agile SDLC, RAD best practices and other application-specific technicalities to ensure the release of premium-quality applications and to secure best experiences for users

Provides systematic solutions driving continuous improvements to processes and productivity of the team

Deployments of application releases and implementations of several security and compliance activities

Resource/capacity and work planning; Knowledgeable in Application Maintenance Metrics

-Software Engineering Analyst, Application Developer (November 2012 - June 2015)

One of the main and key resources for Windows 7 and IE 11 migration project for more than 30 applications and ensures that all applications are compatible and working to the new and upgraded systems

Analyzes the business needs and requirements to provide strategic solutions and efficient designs

Performs L3 functions, application enhancements and code fixes to address new business requirements

Automation of business processes by providing technological solution to increase productivity of the clients

Creates component, system integration and regression test scripts and executes application testing

Performs content analysis and develops inventory of sites; assists the Lead SharePoint Administrator in migration, testing and troubleshooting activities

Infocom Technologies, Inc., Philippines (an SPi Global Company, June 18, 2012 – September 4, 2012)

- Customer Service Representative

Handles volume of calls for local account, provides efficient and effective solutions for customer’s queries and concern by clarifying the complaints

Determines the possible root cause of the problem and selecting the best solution to the problem SKILLS AND ABILITIES

Proficient in .NET programming languages, Oracle, Sybase and MS SQL Server

Trained on Fundamentals of Capital Markets and Financial Services

Knowledgeable to both Agile and Waterfall development methodologies

Technically knowledgeable on server maintenance and management (Windows, UNIX and database servers)

Ability to troubleshoot and investigate application issues

Strong leadership quality, effective communication skills, good analytical and decision-making capacity

Resource and work planning and comprehension on project metrics

ITIL4 Foundation Certified

EDUCATIONAL QUALIFICATIONS

Bachelor of Science in Information Technology

University of Saint Louis - Tuguegarao, Philippines 2008 – 2012

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