Nithya Ratnam
Brampton,ON
Summary
Skilled Technical and Operations Analyst with broad base of experience in the banking and customer service environment. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Excellent knowledge of pre-production and production environments and experienced in processes documenting.
Overview
8
8
years of professional experience
Work History
Senior Technical Analyst
RBC Royal Bank of Canada
Mississauga, Ontario
12.2022 - 09.2023
- Coordinated assets set up for the testing environment.
- Process MAC requested and worked on automating the process. Documented for knowledge sharing
- Took part in maintaining and updating the Lab Interactive Tool.
- Performed daily tasks, which included asset rebuilds, monitoring Service Now and inboxes for tickets.
- Handled requests for CCPulse, Verint, Aspect, SharePoint and others.
- Provided technical support for software applications, hardware components, and networks.
Operational Systems Analyst
RBC Royal Bank of Canada
Mississauga, Ontario
06.2015 - 12.2022
- Perform lab refreshes, planning, and executing in a timely manner.
- Handle the intake of asset builds and application installs.
- Took part in guiding the automation efforts by identifying the processes to automate BOT setup
- Complete MAC requests: grant/terminate Genesys access.
- Handled termination requests and removed extensions from Verint.
- Set up BOTs and grant appropriate access for testing.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Obtained First Aid certification and volunteered to be the workplace safety officer.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Education
Project Management course - principles of professional project management, Fundamental understanding of project management knowledge, processes and tools and techniques
HUMBER COLLAGE
COMPUTER PROGRAMMING DEVELOPER DIPLOMA - C, C++, COBOL, Java, HTML, JavaScript and Perl programming, iSeries, Database Design and SQL, Analysis and Design using OO models, Communication networking, and Business Report writing
SENECA COLLEGE
Skills
- Lean Six Sigma: Yellow Belt
- Strong knowledge of contact center technology
- Troubleshooting
- Process enhancement
- Technical documentation writing
- Problem solving
- Ability to meet deadlines
- Ability to multitask on various priorities
- Ability to work under pressure
- Ability to meet deadlines
- Ability to work independently
- Ability to work with others
- Effective communication
References
References available upon request.
Timeline
Senior Technical Analyst
RBC Royal Bank of Canada
12.2022 - 09.2023
Operational Systems Analyst
RBC Royal Bank of Canada
06.2015 - 12.2022
Project Management course - principles of professional project management, Fundamental understanding of project management knowledge, processes and tools and techniques
HUMBER COLLAGE
COMPUTER PROGRAMMING DEVELOPER DIPLOMA - C, C++, COBOL, Java, HTML, JavaScript and Perl programming, iSeries, Database Design and SQL, Analysis and Design using OO models, Communication networking, and Business Report writing
SENECA COLLEGE
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