Lloyd Dsouza Email & Phone Number

Mumbai, Mh, In

Mumbai Metropolitan Region

Pune, Maharashtra, India

•Managed end-to-end lifecycle of SDLC IAM projects, leveraging Jira Automation , Scrum& DevSecOps principles to drive transparency, collaboration, and continuous improvement.•Utilized the SMART approach to set project milestones and deliverables, driving accountability and progress tracking throughout the project lifecycle.•Led the end-to-end management of SharePoint migration projects, ensuring timely delivery and adherence to project scope.•Implemented Flow / DORA metrics to measure and optimize the efficiency of our software delivery pipeline.•Demonstrated strong Leadership and Coaching skills, mentoring team members and empowering them to embrace Agile values and principles.•Utilized Jira Query Language (JQL) for advanced automation, improving issue resolution times.Managed stakeholder communications and expectations, fostering a collaborative project environment.Utilized smart values and conditional logic in Jira automation to create dynamic and responsive project management rules.Conducted regular audits and performance monitoring of automation rules, ensuring optimal functionality and compliance.Developed custom Jira workflows and rule configurations, tailored to specific project requirements.•Contributed & Coached Agile practices for a Multiple teams & Practiced Scrum & DevSecOps Methodology.•Excelled in Communication and Interpersonal Abilities, fostering collaboration and building strong relationships with stakeholders at all levels.•Developed and executed Agile Transformation Strategy, guiding organizations through successful Agile transformations and driving cultural change.•Utilized a team of specialists in analyzing system architecture and identifying vulnerabilities, resulting in a improvement in DevSecOps Implementation & cyber Security resilience.•Removed impediments to team progress, fostering a supportive and empowering environment for the Scrum team.

Mumbai, Maharashtra, India

Led initiatives on Security Introduction, advocating for the importance of security measures and spearheading strategies to mitigate various cyber threats including XSS, CSRF, SSRF, and SQL injection attacks for insurance Project Conducted thorough analysis of security vulnerabilities in third-party libraries, addressing CVEs and implementing necessary security patches. Implemented OWASP Top 10 security practices, proactively identifying and addressing critical web application security risks. Championed the integration of security into DevOps practices, emphasizing automation and efficiency through DevSecOps principles. Collaborated cross-functionally to embed security into the DevOps pipeline, focusing on automated testing and deployment procedures. Implemented Static Application Security Testing (SAST) methodologies to analyze code for vulnerabilities and promote secure coding practices

Pune Area, India

Responsibilities:• Manage the L1/L2 SharePoint and Salesforce team and evaluate performance• Ensure customer Support is timely and accurate on a daily basis• Recruit, train and support help desk representatives and technicians• Set specific customer service standards• Contribute to improving customer support by actively responding to queries and handling complaints• Establish best practices through the entire technical support process• Follow up with customers to identify areas of improvement• Develop daily, weekly and monthly reports on IT Service desk team’s productivity• Provide customer feedback to the appropriate internal teamsSharePoint and Salesforce responsibilities:Leads, overseeing and managing daily requirements of Support for SharePoint and Salesforce Related Query.Provide support and assistance for primary and secondary level of troubleshootingEnsure all issues follow necessary escalation path and are resolved quickly. Maintain outage notification logs and follow documented escalation procedures where appropriateCoordinate With personnel to ensure continuous operation of mission critical production systems.Analyze workload efficiency of staff to redesign work flows and recommend required staffing levels to management.Analyze process performance using a continuous improvement philosophy to meet the operational needs of the organization.

Mumbai Area, India

Managing the Entire Setup administration for SharePoint 2007/2010/O365 Responsibilities:• Providing Technical Support for SharePoint to Mahindra & Mahindra clients.• Troubleshoot and Support issues related to configuration, administration and maintenance of SharePoint farms.• If there have been problems reported by users, make sure to check out Event Viewer and ULS Logs.• Verify whether Backups made during the night have been finished successfully.• Verify the SharePoint Server Search Service Application logs to verify everything is crawling properly.• Check Disk Space on every SharePoint/SQL Server to make sure you aren’t running low• Check the Actual size of every SharePoint Content Database. If it’s close to being full, make sure to pre-grow it in order to avoid auto grow and increase performance.• Archive and clean the Windows Event Log.• Check critical Windows/SQL security patches. Make sure you apply them in the test environment first!• Test your latest backup in a test environment to make sure everything is backed up properly.• Update and verify the validity of your documentation. This includes the physical architecture (Servers, IPs etc) and the logical architecture (Web Applications, Site Collections, Sites).• Troubleshooting configuration/deployment/customization issues for SharePoint 2010 / Office 365• IIS Administration (Ver 6,7,7.5) administration and troubleshooting experience• Knowledge on Load balances (F5)• Hands on experience on monitoring tools• Salesforce Responsibilities : o Strong Knowledge in Salesforce Administration and Customization, Datao Work experience in Configuration manage users, Role, Profile, Permission set, Sharing settings OWD, Sharing rule. • Managing and Administrating TFS Server for source Code.• Migration Site Collection, site Content and List from On-Premises to Microsoft Office 365. Using Share Gate Tool

Mumbai Area, India

Mumbai Area, India

PlaySpan* is game industry's first publisher-sponsored* in-game e-commerce* network. PlaySpan's patent-pending in-game search, e-commerce and micro payment technologies enable game publishers and developers to generate new revenues, acquire new users and extend the loyalty of existing users. Leading game providers and virtual world publishers have selected PlaySpan as their official marketplace for virtual goods commerce. Level of Service: Provide assistance with the installation, administration and use of the PlaySpan Marketplace.Technical Service Response Times: To respond within one business day from when we are contacted for a request for assistance.Primary interface with the customerRespond to the initial call on a customer problemPerform the initial screening of Technical RequestsAssign customer problems for resolutionCo-ordinate activities of the persons and entities involved in providing supportAnalyze and correct problems. Deliver solutions promptly.

Served as a Customer support Leader for an International Call Centre. Contributed to increasing sales membership by assisting in execution of aggressive sales plans.Increased employee knowledge by assisting with development and implementation of product awareness program.Enhanced employee performance and attendance through daily mentoring, one on one discussion and motivational strategies.Received outstanding positive comments from team members from employee reviews, as well as exceptional feedback from senior management.

Top notch service to both internal and external customers. Processed credit card collections, answered questions, responded to concerns and alleviated delicate situations with professionalism and sensitivity. Assisted training manager in creating and updating training materials. Prepared weekly reports for Customer Care Supervisor.Recruited as CAS for field job.Selected to coach and mentor new customer service representatives for opening of new call centre.Achieved perfect score on all phone monitors throughout tenure.Received Customer Service award for outstanding track record of positive customer feedback.

Education record

Passed SSC

T.Y.Bcom, Commerce

Edp, Information Technology Project Management