Fareba Tahiri
Markham,ON
Summary
An organized and dependable candidate successful at managing multiple priorities with a positive attitude. Seeking full-time / contract IT position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Willingness to take on added responsibilities to meet team goals, support corporate success, growth and revenue.
Overview
15
15
years of professional experience
Work History
Senior Production Support Analyst
HSBC Bank ( Global Banking and Markets )
12.2015 - 09.2023
- Provided production support for various technologies, special and major projects for Finance, Global banking, Capital Markets, KYC, Price Point applications, and Blue Prism Automation
- Monitored the control room within Blue Prism, making sure all bots are in working status
- Analyzed log issues/ system exceptions and reported them to the development teams for diagnosing
- Coordinated all enhancements or change activities with the Automation development team
- Setting up schedules for different batch jobs within the Blue Prism schedules panel
- Logged system issues, incidents/problem tickets within eRTC, GSD, JIRA, and Service Now ticketing tools
- Searched and updated technical information and processes within confluence regarding area of responsibility to enhance department knowledgebase
- Communicated risks/ impact and repeat issues for business applications to development team for system enhancements and system improvements
- Monitored, troubleshot, and investigated PricePoint batch job delays with BloomBerg vendor, making sure all files were delivered and processed by BloomBerg, and all required files were received from BloomBerg on HSBC's side
- Monitored batch jobs using the ITRS and Control M batch monitoring tool
- Worked as backoffice application support to troubleshoot and support KYC applications Working in coordination with the Oracle/Unix/Windows/Sybase teams to troubleshoot production issues and restore the service within time
- Involved in the project of creating a Run the Bank automation team from scratch, providing leadership, coaching and training junior team members from start to end
Senior Application Support Analyst
TD Bank (Wealth Management Technology Solutions)
01.2014 - 11.2015
- Provided subject matter expertise in the management of Wealth Business Applications, which included Client Transfers, Wealth Client Onboarding, TDSSRec, CASE, DRIPS, ISD400, ISM, Primebase, etc.
- Provided expertise in the use of incident/problem management skills in the daily production support of high value active trading clients and operations groups for any connectivity, processing or functionality issues
- Assisted in performing trend analysis reporting to capture and highlight repeat/common types of failures and made recommendations towards a successful execution of a permanent solution
- Ensured that applications met and / or exceeded user expectations by maintaining service level agreements and problem management agreements with internal and external service providers
- Attended application meetings, escalated issues as required, multitasked and bridged vendors for issue resolution while consistently ensuring that all expected and time sensitive deliverables/materials were met and / or exceeded
- Strong communications and interpersonal skills, worked effectively while supporting other junior team members in achieving unit objectives and providing excellent client service
- Provided on-call support during weekends, and after business hours
- Coordinated change management workflow and Disaster Recovery test activities
- Updated application support documents on a consistent basis
Senior IT Operations Analyst
TD Bank (Life & Health Technology/TD Insurance)
09.2012 - 01.2014
- Provided courteous, efficient, and professional support to ensure inquiries, application problems and system issues are resolved promptly and effectively under all conditions within SLA
- Coordinated with the deployment/development teams and ensured production change activities were performed on time,minimizing risk to the service/business environment
- Monitored production jobs and resources to ensure availability associated with business applications and technology and troubleshot production job failures
- Researched application problems, performed QA tests, Identified, resolved, or escalated service delivery issues and/or complaints to management
- Delivered and maintained accurate insurance reports and created and wrote procedural / how to documentations for steps taken to troubleshoot problems and identify procedures taken to resolve them
- Communicated effectively within the team relative to service issues, scheduled changes, and ensured prompt and timely updates to service issues, by following through on outstanding problems
- Recommended improvements and enhancements to internal departmental processes, and ensured escalation and notification procedures were followed as appropriate
- Verified the quality of problem resolution, changes and enhancements, and monitored trends
- Acted as an information source to colleagues, business partners and clients/customers in resolving critical service issues
- Participated in team meetings, Disaster Recovery tests and projects as required
- Carried a pager, monitored and co-ordinated all areas of Computing Services in a 7/24 environment to meet operating schedules and priorities within SLA
- Ensured all change activities are performed on time, accurately and invisibly to the customer, minimizing risk to the service/ business environment
Business Systems Support Analyst ( Wealth MGMT. )
BROADRIDGE FINANCIAL SOLUTIONS (ADP)
07.2008 - 09.2012
- Worked closely as member of client support team to provide expertise and understanding by answering and resolving daily business inquiries from major canadian banks on all current ADP product functions in a timely manner
- Worked effectively in a medium team environment, communicating client requirements with business analysts, developers and system analysts to find practical solutions for their business needs
- Performed and assisted with maintenance requests for internal and external clients using the Mainframe system
- Updated MGMT on client issues and escalated business problems as required
- Analyzed and performed QA tests for most reported business issues, documented, and communicated all QA test results to Business Analysts and development teams for problem resolution and product enhancements
- Attended product meetings and client business meetings as required to gather client requirements and see where product enhancements were needed
- Provided support for BR-Track/Remedy, Registered Plan System, Name and Address, ADTS, BPSA and multiple other business applications
- Participated in change requests to implement product enhancements, and Disaster Recovery performed during weekends
Education
Service Now Training -
HSBC Internal Training
Toronto, ON08.2023
How to write effective Business Communication -
HSBC Internal Training
Toronto, ON02.2018
SQL Fundamentals -
Seneca College Of Applied Arts & Technology
Toronto, ON03.2016
How to write effective business cases -
Grasp Skills Seminars
Toronto, ON05.2015
B.Sc degree in Electronics Engineering Technology -
DeVry University Of Technology
Toronto, ON06.1996
Skills
- Application Support
- Incident Management
- Problem Management
- Change Management
- Team Leadership
- Technical Troubleshooting
- Disaster Recovery
- Project Coordination
- Stakeholder Communication
- System Monitoring
- Root Cause Analysis
- Relationship Building
- Documentation
- Requirements Analysis
Key Qualifications
- 10+ years working experience as a Production Support Analyst dealing with various lines of businesses within the banking / financial services industry
- An excellent communicator with strong listening, verbal skills and the ability to write clear, concise, and informative communications
- Knowledge of MS Windows, Office 365, and various ticketing systems such as JIRA, GSD, and Service Now
- Experience working in small (10 people) / large team (150 people) environments
- Working knowledge of various financial applications within the Health Insurance, Visa/Credit cards, Wealth Management, Global Banking and Markets, Global On boarding KYC, and Capital Markets
- Knowledgeable in monitoring batch jobs, basic Unix commands, and writing basic SQL queries for data extraction
- Ability to document and write clear process and technical troubleshooting documents on confluence
- Knowledge of ITRS, Grafana , Kubernetes, and Control M monitoring tools
- Knowledge of Blue Prism automation technology and providing support through Blue Prism automation Control Room
Languages
English
Full Professional
French
Elementary
Hindi
Professional Working
Persian
Native or Bilingual
Timeline
Senior Production Support Analyst
HSBC Bank ( Global Banking and Markets )
12.2015 - 09.2023
Senior Application Support Analyst
TD Bank (Wealth Management Technology Solutions)
01.2014 - 11.2015
Senior IT Operations Analyst
TD Bank (Life & Health Technology/TD Insurance)
09.2012 - 01.2014
Business Systems Support Analyst ( Wealth MGMT. )
BROADRIDGE FINANCIAL SOLUTIONS (ADP)
07.2008 - 09.2012
Service Now Training -
HSBC Internal Training
How to write effective Business Communication -
HSBC Internal Training
SQL Fundamentals -
Seneca College Of Applied Arts & Technology
How to write effective business cases -
Grasp Skills Seminars
B.Sc degree in Electronics Engineering Technology -
DeVry University Of Technology
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