Danielle Lawrence Javier Email & Phone Number

• Proactively manage high level, complex client service issues, researching and resolving issues quickly and efficiently• Create technical documentation to serve as a knowledge source for product issues• Ensure inquiries are responded to within established timeframes and support service levels are achieved• Collaborate closely with product development and other service teams, as well as key account management.• Design and create automated tests in Tosca for various applications (HTML, java, Excel, PDF, etc) to reproduce and troubleshoot customer issues• Improve the future of the product by reporting bugs and feature requests• Exhibit a customer-centric attitude to make sound decisions based on customer needs and product knowledge• Act as T2 assistance for T1 support for direction and coaching, or case hand-overs.

● Support Morgan Stanley’s CRM Applications.● Monitor and resolve alerts and tickets through Pagerduty and Service Now.● Has performed On-Call activities which handles Severity 1-2 tickets wherein errors/problems needed to be fixed ASAP and without delays.● Modify Knowledge documentations for troubleshooting steps.● Modified conversion modules to fix immediate problems and ensure it will not occur. Permanent fix. ● Extensive knowledge on UNIX and SQL environment commands and functions.● Monitor and fix job and queue failures.

• Resolve incidents and problem tickets as reported by the client team.• Proactively manage the maintenance of the infrastructure/technology• For JAVA/SQL• Coordinate with cross-functional and cross-technical groups in the completion ofmaintenance or project activities.• Apply configuration changes and required patches based on approved requirements and specifications.• Implement provisioning requests as required by the client or based on projectplans.• Perform quality assurance activities for the technologies being managed.Apply client-specific methods and tools for carrying out any support or projectdeliverables.

Taguig, National Capital Region, Philippines

● Assigned in multiple shared projects as an SME of specific Globe systems/platforms.● Assigned as Lead Analyst and tasked to supervise other resource analyst of a project. ● As SME, tasked to be very knowledgeable to platform being handled.● Has attended regular meetings with sponsors and stakeholders of projects.● Has intensive knowledge of assigned platform to be able to perform duties as SME.

Parañaque, National Capital Region, Philippines

● Performs requirements analysis, develops software designs and programs, and conduct testing according to specifications that will execute given design specifications● Participates in reviews and quality checkpoints of software products such as requirements specs, design specs, test plans and performance metrics● Provides detailed status of ascd jobs and issues of the clients to the superiors● Performs software maintenance activities such as:o Problem investigationo Program modificationso Documentation updateo DB updates to fix errors, to adapt to new technologies, requirements or enhancements to improve performance● Participate in estimation of effort and schedule for software development● Records and maintains the required details and data of jobs assigned and performed as input to project performance monitoring● Attends and conducts seminars, trainings, and other courses relevant to job functions and responsibilities.● Provide mentorship and existing knowledge to newly hired Software Engineers in the team.