Provide 1st and 2nd line support to customers as well as internal colleagues, assisting them with queries across a multitude of different areas such as assisting Compliance with onboardings (KYB/KYC). Money movement issues (incoming as well as outgoing transfers). Transaction related queries (virtual & physical cards, Apple/Google pay. Investigation of technical issues with API (Google cloud logs, Data Warehouse Explorer). Assisting with the off boarding of customers and ensuring any remaining funds are returned to the end user. Raising and coordinating change requests (new card design, updates to Fees etc). My role also required me to communicate effectively with third party suppliers to help promote transparency of any changes to the system and also to ensure that issues which may arise are being worked on and treated with the correct priority. Suggesting improvements to the product team in order to assist and make the customer journey more user friendly. Working with data teams to improve visibility of monitoring. Working with Fin Ops teams to ensure that any balance issues are corrected, and refunds are made to customers for any undelivered/cancelled cards. Raising statuspages to inform customers of any scheduled maintenance

Production Support Analyst. Responsible for providing support to clients, including problem analysis and resolution, fault logging, tracking and escalation. Active monitoring and system maintenance of production systems. Work closely with colleagues from other teams, providing them with action needed for bug replication, so that issues can be fixed. Provide daily updates to clients with regards to any outstanding issues. Support clients on various Windows and Linux operating systems. Use Microsoft SQL Server and Oracle solutions to investigate various database logs. Utilize command line interfaces such as putty and windows servers to interrogate web service as well as server/system event logs. Provide 24/7 support for clients outside of normal working hours for P1/P2 issues, including weekends and bank holidays.

Responsible for building, installing, and configuring all Transactor products, internally and externally to clients on their live platforms.Provided support to clients outside of working hours to troubleshoot set up and installation problems with Transactor products.Worked with Support Desk and colleagues from other teams, assisting them by identifying configuration related issues.Responsible for setting up and maintaining test environments across various platforms, including Windows Server 2003-2012.