Dannielle Paula M. Email & Phone Number

Utrecht, Netherlands

• Answer questions from customers that need a technical activity.• In charge of technical mobile app configuration, etc.• The initial point of contact in the event of a technical mobile app escalation.• Provides first-line support in the investigation of customer (technical) issues, including checking logs, reproducing the problem, and acting appropriately (solving, creating a workaround, or escalating to the Operational Excellence team, which is second-line support)Communicate directly about the changes and incidents with Operational Excellence team (P1/P2/Global outage) and informs Customer Service about incidents.• Perform precise technical actions such as activation pass changes, personal data changes, and mobile pass queries.• Responsible for Customer Service monitoring and dashboard, as well as verifying and monitoring activities in the Customer Service backlog (e.g., looking for trends in customer (technical) inquiries).• Compose, revise, and enhance technical knowledge base articles. • Test the system proactively and file bug reports.

•Working with senior management and business stakeholders to design, develop, document, anddeploy high-quality business solutions on IBM DataStage using industry best practices. •Led the overall process of communicating the status, technical issues, and creative solutions toother technical resources and stakeholders using ETL. •Management of 2 FTE IBM Datastage and ETL delivery team. •Design and global deployment of ETL data migration from IBM Datastage.

•Set up improvement calls to increase collaboration between onshore and offshore. This resulted in a better understanding of database migration from JDE to SAP. •Led, estimated, and provided solutions for an existing system for a Coffee and Luxury Goodscompany that optimized the system and provided value to the company. •Using Windows PowerShell and MySQL, created conversion automation for the data migrationprocess.