Harvey John Lim Email & Phone Number

Valenzuela, Ncr, Ph

Taguig, National Capital Region, Philippines

Manage the current workload of items for the development resources rotating into production support. Discuss and assign out items based on priority and urgency to the team. Check whether SLAs have been missed already and reprioritize items. Focus more on maintaining the operational stability of the reservation system by joining in technical bridges for P1 or P2 calls, analyzing dump files and telemetry logs, keeping US counterparts up to date on ongoing issues that needs… Show more Manage the current workload of items for the development resources rotating into production support. Discuss and assign out items based on priority and urgency to the team. Check whether SLAs have been missed already and reprioritize items. Focus more on maintaining the operational stability of the reservation system by joining in technical bridges for P1 or P2 calls, analyzing dump files and telemetry logs, keeping US counterparts up to date on ongoing issues that needs transition.Increase the team’s value in production support by continually giving trainings on dump file analysis, Dynatrace analysis and Splunk analysis. Show less

Taguig, National Capital Region, Philippines

Full time Production Support Specialist (Tech Support L2/L3).Primary point of contact for the Booking development team. Currently positioned as the permanent support for the team.Main Role:Investigate issues and client inquiries/concerns in using our Navitaire products then propose solutions or suggest workarounds through ServiceNow. Recommend tickets to be converted to enhancements or software defects in case bugs are found and send the items over to the development… Show more Full time Production Support Specialist (Tech Support L2/L3).Primary point of contact for the Booking development team. Currently positioned as the permanent support for the team.Main Role:Investigate issues and client inquiries/concerns in using our Navitaire products then propose solutions or suggest workarounds through ServiceNow. Recommend tickets to be converted to enhancements or software defects in case bugs are found and send the items over to the development team with full background, root cause analysis, workarounds if any, and proposed solutions.Participate in rotational on-call support in a follow the sun schedule. When called upon for High or Critical issues, join the technical bridge to assist the resolver teams in dealing with the issue at hand. This would include reading dump files, checking on Splunk logs and Dynatrace logs for information that could help find the root cause. Assist also in doing Root Cause Analysis post technical bridge and turning the information over to the US on-call if needed.With my Functional expertise, I am able to support multiple versions of NewSkies regardless of which client. I also do code tracing for issues that can't be resolved by just reproducing it when a lot of factors take place in that issue especially for applications in production.Additional role:Act as a guide and lead to other developers getting rotated into support. Giving out trainings like dump file analysis to help other developers improve in investigating critical support items. Show less

Taguig, National Capital Region, Philippines

2019 to PresentFull time Production Support Specialist (Tech Support L2/L3).Investigate issues and client inquiries/concerns in using our Navitaire products then propose solutions or suggest workarounds for them. With my Functional expertise, I am able to support multiple versions of NewSkies regardless of which client. I also do code tracing for issues that can't be resolve by just reproducing it when a lot of factors take place in that issue.October 2018Shifted to… Show more 2019 to PresentFull time Production Support Specialist (Tech Support L2/L3).Investigate issues and client inquiries/concerns in using our Navitaire products then propose solutions or suggest workarounds for them. With my Functional expertise, I am able to support multiple versions of NewSkies regardless of which client. I also do code tracing for issues that can't be resolve by just reproducing it when a lot of factors take place in that issue.October 2018Shifted to Agile development. Now more focused on general booking/reservation systems. Does Bug and Requirements analysis to items ready for proposed solutions and then transition to Story time for backlog grooming approval.before October 2018Senior developer and primary point-person/SME for bridging booking to loyalty and travel commerce systems in Manila.more info in linkedin attached resume Show less

Philippines

Develop and troubleshoot server side service and applications.Document business and functional requirements of project changes and enhancements.Specialization: Booking with Travel Commerce and Loyalty

Makati

Present• Oversee and delegate tasks to developers and interns under me.2012 to 2015• Main developer and support for a Loyalty Promo System  Developed a loyalty system that communicates with POS (Point of Sales) terminals to be able to validate cardholder transactions done via card swipe will be valid for rewards. Developed a loading and reporting program that retrieves files from the client and loads it to the system and generates daily report files to send back to… Show more Present• Oversee and delegate tasks to developers and interns under me.2012 to 2015• Main developer and support for a Loyalty Promo System  Developed a loyalty system that communicates with POS (Point of Sales) terminals to be able to validate cardholder transactions done via card swipe will be valid for rewards. Developed a loading and reporting program that retrieves files from the client and loads it to the system and generates daily report files to send back to client. Developed a lookup system that allows support users to investigate errors, to trace and lookup transactions in the records, and to manually void and redeem transactions when requested by the client. Systems are developed in compliance with PCI-DSS to secure card holder data.• Co-developer for a web based POS project Developed web pages to enable purchase approvals, voiding and adjustments for transactions made by corporate customers of the client.2010 to 2015• Developer for banking client Developed reporting tools for the client Support and troubleshoot reporting tools for the client that focuses on daily and monthly transactions such as merchant payments, bills payment, Bancnet transactions, Medilink transactions, and monthly transaction count of all client bank transactions.• Main developer and support for a client's credit card system to validate cardholders will be eligible for the transactions done via card swipe on the POS terminals. Show less