• Identified and resolved functional software defects in key business application while contributing to strategic design process, ensuring service delivery standards, and providing application support for the business.• Maintained average 99% operational efficiency, database uptime, and integrity of business application by utilizing internally developed Proactive Problem Management Tools.• Made key contributions in managing application issues for large enterprise financial institution; managed incidents and consistently resolved all issues within SLA targets.• Collaborated with stakeholders in implementing and documenting functional requirements for several projects requiring packaging, deployment, and configuration of bank infrastructure changes. • Authored monthly reports to be sent to the customer, detailing the work our team has done and highlighting any proactive measures which contributed to incident management and resolution. • Effectively composed and executed complex SQL queries to support business requests for data extraction, validation, and reporting.

• Led cross-functional teams in successful completion of complex projects involving quality assurance testing in black box environment, using Waterfall method for large enterprise software platform.• Partnered with development team in creating test plans and designing test cases, later used to verify features and functionalities as well as identify bugs via systematic testing.• Collaborated with key business customer in developing project deliverables, providing guidance and expertise to ensure project functionality met client needs.• Created and maintained test environments while preparing test plan documents for user acceptance testing.• Successfully engaged with the customer in requirements analysis and translating customer requirements into cross referenced test plans.• Created accurate estimates of work and risk assessments, identifying potential impacts and outlining mitigation strategies. • Produced defect status reports, for use both internally, and for customer review and progress tracking.

• Provided primary point of contact for customer support activities, managing all Tier 3 incidents while ensuring adherence to all service level agreements.• Packaged and deployed software to multiple branches throughout router network and served as consultant for on-premise implementations.• Ensured uptime and system integrity by automating branch software fixes via development of UNIX shell and Oracle scripts, including application health and inventory checks across global router network. • Developed and maintained technical documentation for use by our team, uploading changes to our knowledgebase system, as needed.• Provided on-premise support of customer NT4.0 and Windows 2000 conversions.