Anila Tresa Jose Email & Phone Number

Dubai, United Arab Emirates

• Primary point-of-contact for CMiC ERP and Cloud customers for technical issues and business requirements.• Provide high level of client service and develop strong relationships with customers to facilitate successful business growth.• Interact and collaborate with Stakeholders, Product Managers and Programming/DBA team regarding product/process improvement and optimization.• Multi-task with strong attention to detail to streamline workflows and enhance productivity, with the ability to meet tight deadlines and operate in a high-paced environment.• Triage product queues, prioritize issues according to their severity, investigate and resolve customer queries using Salesforce.

Dubai, United Arab Emirates

• Assisted in 25+ customer onboarding and ensured smooth transitioning with required documentation, training, and support.• Liaised between various Stakeholders to analyze business requirements, support change, resolve complexities and deliver high-quality customer experiences.• Designed and developed reports and dashboards using MS Dynamics 365 CRM and Tableau to consistently achieve targets in line with IT strategy.• Collaborated throughout systems development lifecycles, from requirements gathering to production releases and managed a team of 5 members.• Optimized business performance by developing best practices and streamlining processes which reducedorganizational operating costs.

Dubai, United Arab Emirates

• Provided subject matter expertise to diagnose and resolve technical issues for customers against SLAs, maintaining high satisfaction rate using JIRA.• Increased resolution rate and decreased response time by creating technical support documentation andknowledge base articles.• Administration of numerous databases by resolving database issues and maintaining DB servers.• Accomplished DB migrations and Disaster Recovery (DR) that led to significant improvements in software solutions.• Analyzed and organized business data using SQL and produced Statistical reports using advanced Excel spreadsheet functions.

Dubai, United Arab Emirates

LiSEC Automation is a part of the LiSEC group which is headquartered in Austria.• Coordination and support of 7 applications which automated various activities in the Glass processing industry.• Installed and configured new software for users and monitored version and patch update requirements.• Streamlined UAT and maintenance of LiSEC systems to deliver reliable, high quality technical support.• Identified workflow bottlenecks in the system and implemented effective solution strategies to ensure quality and stability of the application.• Executed Root Cause Analysis (RCA) to check on reported errors, reproduce problems and trace faults, thereby guiding customers through bug fixes and proactive maintenance.

Trivandrum, Kerala, India

• Detailed network design of the entire National Broadband Network (NBN) across Australia using SpatialNet (AutoCAD tool).• Data loading, Design validation, Correction and Execution of their broadband network using MapInfo and Google Maps.• Worked closely with customers and other stakeholders for planning, implementation and integration of almost 300 Network areas.• Contributed to requirements gathering and analysis for network design and production projects. Automated tasks to reduce effort and increase productivity using Excel spreadsheet functionalities.• Licensing, Asset transfer and Ready for Service ensured with formal acceptances from Design partners.

Chennai, Tamil Nadu, India

• International corporate banking application support for Royal bank of Scotland.• Installed, configured, tested and maintained operating systems, database, application software and system management tools.• Monitored application performance to identify potential bottlenecks and collaborated with developers on solution implementation.• Handled real-time BAU issues related to payment processing, client interfacing and infrastructure using HPSM9 and ServiceNow.• Managed installation, upgrade and deployment projects to ensure the highest level of availability.

Mysuru, Karnataka, India

Projects & Assignments on:• OOPS concepts• Basics of Java• RDBMS and SQL• Software Engineering (SDLC)• Basics of HTML and CSS• DBA• ITIL

Post Graduate Program, Business Analysis

Activities and Societies: Case study & Project submission • CBAP PROJECT: ONLINE CANTEEN FOOD ORDERING SYSTEM • CBAP PROJECT: WHATSAPP PAY.

Bachelor Of Technology (B.Tech.), Computer Science, 74%

Activities and Societies: Conducted seminars and presentations. Active NSS volunteer. Participated in cultural activities. Developed.