Farehinjaha Pathan
Application Support Analyst
Toronto,Ontario
Summary
Experienced Application Support Analyst in the banking sector with over 6+ years of expertise. Proven track record in ensuring smooth operation of critical systems, resolving incidents promptly, and maintaining high availability. Strong problem-solving skills combined with excellent communication abilities, adept at handling complex issues in a fast-paced environment.
Overview
5
5
years of post-secondary education
9
9
years of professional experience
Education
Diploma - Computer Programming
Seneca College
Toronto, ON 05.2021 - 08.2022
Bachelor of Engineering - Electronics & Telecommunications
Amravati University
India 08.2010 - 05.2014
Technical Support Fundamentals
Google
2023.08 - 2023.08
Timeline
Technical Support Fundamentals
Google
2023.08 - 2023.08
Production Support Analyst
BMO
02.2023 - Current
Diploma - Computer Programming
Seneca College
05.2021 - 08.2022
Senior Software Engineer
HSBC
11.2015 - 04.2021
System Analyst
Ernst & Young
08.2014 - 03.2015
Bachelor of Engineering - Electronics & Telecommunications
Amravati University
08.2010 - 05.2014
Work History
Production Support Analyst
BMO
Toronto, ON
02.2023 - Current
- Executed SOAP scripts to automate various tasks and streamline business process workflows within the Tibco BPM system.
- Monitored system performance and identified potential issues using Dynatrace, ensuring optimal functioning and minimizing downtime.
- Utilized ServiceNow as the primary incident ticket management tool, efficiently logging, prioritizing, and resolving production issues reported by end-users.
- Created Incidents and Change Requests in ServiceNow
- Searching, viewing and visualizing data indexed in Elasticsearch and analysing the data using Kibana
- Collaborated closely with cross-functional teams, including developers, business analysts, and system administrators, to diagnose and troubleshoot complex system issues.
- Proactively identified and resolved system bottlenecks to optimize performance and enhance overall efficiency.
- Played a key role in the deployment and release management of the Tibco BPM system, coordinating with development teams and ensuring smooth transitions during upgrades, patches, and enhancements.
- Assisted in creating and maintaining comprehensive technical documentation, including system configuration guides and troubleshooting manuals.
- Actively participated in knowledge sharing activities, providing training and support to fellow team members and end-users.
- Demonstrated a strong commitment to customer satisfaction by promptly addressing production issues and effectively resolving incidents, minimizing impact on business operations.
- Maintained a high level of professionalism and adaptability in a fast-paced and dynamic environment, effectively managing competing priorities and meeting service-level agreements.
Senior Software Engineer
HSBC
Pune, MH
11.2015 - 04.2021
- Senior System Administrator in the GIAM (Global Identity and Access Management) team at HSBC, responsible for providing end-to-end support for recertification portals, Active Directory, and generating reports for audit purposes.
- Implemented automation processes to streamline recertification procedures, resulting in a significant reduction in manual effort and improved accuracy.
- Designed and maintained recertification portals, ensuring seamless user experience and efficient access review cycles.
- Administered and optimized Active Directory infrastructure, including user provisioning, group management, and security policies.
- Developed and implemented robust monitoring and alerting mechanisms to proactively identify and resolve potential system issues.
- Collaborated with cross-functional teams to gather requirements and implement enhancements to the recertification portals, aligning with business needs and regulatory compliance.
- Generated comprehensive reports for audit and compliance purposes, providing accurate and timely information on user access, entitlements, and recertification status.
- Proactively identified opportunities for process improvement and implemented automated solutions, resulting in increased efficiency and cost savings.
- Successfully led initiatives to integrate recertification portals with identity management systems, improving the accuracy and timeliness of access reviews.
- Actively participated in incident management and problem resolution, ensuring timely resolution of system issues and minimizing impact on business operations.
- Mentored and provided technical guidance to junior team members, fostering their professional growth and enhancing team productivity.
- Received recognition for outstanding performance and contributions to the automation of processes, improving operational efficiency and reducing manual errors.
System Analyst
Ernst & Young
Bangalore India, KA
08.2014 - 03.2015
- Served as an Application Support Analyst at Ernst & Young, providing support for the Global Financial Information System (GFIS) encompassing a portfolio of 150 applications.
- Responded to and resolved incidents and service requests promptly, ensuring minimal disruption to business operations and maintaining high levels of client satisfaction.
- Conducted thorough analysis and troubleshooting of issues reported by end-users, collaborating with stakeholders and technical teams to identify root causes and implement effective solutions.
- Monitored the performance and availability of GFIS applications, utilizing monitoring tools and conducting proactive maintenance activities to optimize system performance.
- Managed incident ticket queues, prioritizing and resolving issues within agreed-upon service level agreements (SLAs), effectively managing workload and meeting client expectations.
- Conducted application health checks and performed regular maintenance activities, including patching, upgrades, and configuration changes, to ensure system stability and security.
- Collaborated closely with cross-functional teams, including developers, business analysts, and infrastructure teams, to coordinate and implement application changes and enhancements.
- Developed and maintained technical documentation, including application configuration guides, troubleshooting manuals, and knowledge base articles, to facilitate efficient issue resolution and knowledge sharing.
- Actively participated in knowledge transfer sessions, providing training and support to junior team members and fostering a culture of continuous learning and improvement.
- Engaged in regular communication with clients, providing updates on incident resolution, coordinating application changes, and addressing any concerns or issues raised.
Achievements
- Certified Enterprise Engineer (HSBC EEP - Top performers)
- Employee Spot Reward at HSBC India
- Achiever of the month at HSBC India(twice)
- Analyst of the Quarter at Ernst & Young- India
- CSR Champion HSBC Pune, India
Achievements
- Certified Enterprise Engineer (HSBC EEP - Top performers)
- Employee Spot Reward at HSBC India
- Achiever of the month at HSBC India(twice)
- Analyst of the Quarter at Ernst & Young- India
- CSR Champion HSBC Pune, India
Technical skills
Skills:- Tibco BPM products, XML, JSON, SQL, ITIL, C, C++, Shell scripting
Tools:- ServiceNow, SoapUI, Dynatrace, Kibana, JIRA, GitHub, Oracle SQL Developer, SSMS, MS Office, Confluence, HP Quality Center
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