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

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.