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

• 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.

• 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.

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.
• 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