Technical Support Analyst

HENRY ZOU

647-***-**** *****@*********.** https://www.ypzou.com/

www.linkedin.com/in/ypzou https://www.credly.com/users/henry-zou Technical Support Analyst

HIGHLIGHTS OF QUALIFICATIONS

• IT consultant with several years’ experience implementing webservices, supporting and maintaining banking applications for TD Bank and web application for FDM

• Working experience with incident, problem management via ServiceNow and Python

• Using IBM App connect, created batch workflow/REST API to ETL from salesforce

• Working experience with troubleshooting Windows, mainframe and Linux server, HTML, CSS, Cobol, batch jobs, SQL, log analysis, CA-7, JCL, JavaScript, Azure

• Experience providing production support in a mainframe environment and web application environment, consulting with project teams, stakeholders and end users

• Strong troubleshooting skills to be able to identify root cause across complex system Certifications/ Training

IBM Z Xplore Concepts, Advanced, All-Star Badges

IBM App Connect Enterprise- Essentials

Microsoft Azure Fundamentals

Oct 2024

Aug 2024

July 2024

EXPERIENCE

Ai Trainer Outlier Dec 2024–Present

• Designed and engineered data sets used by AI Models for training, enhanced overall model accuracy and performance, evaluate AI models based on project metrics

• Oversaw tasks reviews ensuring adherence to project guidelines and standards

• Successfully completed 729 tasks with an average completion time of 13 minutes on tasks estimated for 20 minutes, consistently demonstrating speed and efficiency

• Evaluated different AI Models based on instruction following, truthiness, localization, and safety across multiple turns, code review AI-generated code to ensure quality

• Engineer prompts to find faults in responses and rate response across dimensions Java Developer FDM Group Dec 2022–Jun 2023

• Designed and implemented FDM internal webservice service portal for ticketing services, providing a centralized platform for users to report and resolve issues

• Attended daily scrum meeting to discuss progress, challenges, and collaborate with cross-functional teams to fulfill user stories, estimate story points for feature

• Created email service with java spring boot to extract data from ticket system on a set schedule, formatted the data into a report and emailed the report to users

• Built RESTful APIs with Java Spring boot to serve data to front-end angular server IT Consultant TD Bank Jan 2022–Dec 2022

• Analyzed, troubleshooted, and resolved 143 production application incidents and 184 service requests on ServiceNow within service level agreement

• Created, coordination, and implemented emergency change order via ServiceNow to initiate process to make application changes, completed application change tasks

• Attended daily scrum stand-up meetings and daily handover meetings to discuss impediments, progress of application incidents, update documentation to reflect updates

• Used CA-7 to ensure batch jobs ran smoothly and did not miss lead time, TSO tdbsavers to check accounting information for jobs running on SOC or BDC

• Extract and transforming customer data to compile into a report with mainframe data HENRY ZOU

647-***-**** *****@*********.** https://www.ypzou.com/ IT Consultant Trainee FDM Group Sept 2021–Dec 2021

• Professional training in SQL, UNIX, Java Core Fundamentals, REST, Java Spring SKILLS

• Java, C/C++, Python, TSO, ServiceNow

• SQL, ServiceNow, VHDL

• JavaScript, HTML, CSS

• Mainframe, JCL, CA-7, Tibco, Assembly

• Spring/Spring Boot, Linux servers CLI

• Angular Framework, Azure

EDUCATION

Bachelor of Computer Engineering Toronto Metropolitan University 2020

• Minored in Computer Science

INTERNSHIP

Software Developer Hatchway

• Developed a full stack application to search reddit and twitter for a company using react, material-UI, express, and mongo dB

• Has user login by checking against mongo dB user database with salted password

• Used Redis as a background worker to fetch data from reddit and twitter API and using Cron jobs

PROJECT

IBM ACER Integration server

Description: Using IBM App connected created work flow and REST API to read data from on premise server, created batch job to read opportunity and product from Salesforce, read stock level from local server, created an incident in ServiceNow for this product

• Using IBM app connect enterprise created REST API and callable workflow, REST API / callable workflow delivers payload which tell which file to read and check if there is product in stock

• Deployed on cloud environment and integrated Salesforce and ServiceNow to extract product from Salesforce, read stock level locally, and create to ServiceNow Incident Website

Description: Created personal react website and deployed using Azure web services

• Website is created using Gatsby Framework, CSS, JavaScript files

• Website is deployed using Azure Webservices

TCP Client/Server download

Description: Created client and server application to download and upload to server using TCP protocol

• Server allows multiple clients to connect simultaneously

• Client can upload files or download file to server

• Server can list files currently stored and can store to different directory

• Client and server uploads file through sending binary data through sockets and writing to file at receiver side

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