Member of an application support team providing Level 2 support. Responsibilities include:• Investigating application issues throughout the day while analysing the root cause and potential solutions for them.• Monitoring the application servers on a daily basis and taking action if there are any issues associated with them.• Carrying out daily checks to make sure there are no outstanding issues and everything is functioning as expected.• Providing on call support for issues that occur outside of working hours including weekend maintenance on occasion.• Responding to Jira queries and incidents raised and dealing with them in a timely manner.• Liaise with other internal IT teams when required to help resolve an issue.• Change procedure – Raising change requests and carrying out changes within the production environment upon approval from higher management including merging pull requests, changing configurations, running scripts etc• Preparation and implementation of configuration changes including testing them in a UAT environment before making sure they are ready to be deployed into production.• Reviewing source code on Bitbucket in relation to the code logic behind a specific process to aid with troubleshooting.• Working closely with higher level support when required to deal with critical issues, RCA’s etc and escalating to higher management depending on impact.• Using the Unix command line to assist with daily tasks such as connecting to SFTP’s and adding/removing/viewing data from them, checking log files to aid with troubleshooting including fix logs, running scripts and navigating directories.• Viewing and retrieving data from the databases using SQL and MongoDB.• Creating runbooks on Confluence with steps on how to carry out a task.• Problem management – creating problem tickets for issues along with investigating an RCA for them for the goal of a long term fix and preventing future occurences.

Member of the IT department tasked with providing technical support and carrying out requests for end users within the company. The team was very important for the company to meet their day to day operational tasks and make sure that the users have the best service possible.Responsibilities included:• Shadowing end users screens to troubleshoot issues and assist via telephone or face to face.Building new laptops for company employees and deploying new equipment in the work place such as monitors, terminals etc.• Setting up new employee’s accounts within the company and also deactivating leavers accounts.• Resetting user passwords and unlocking user accounts when required.• Resolving tickets logged to the IT helpdesk by end users.