Mary Grace Fernandez Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Debitsuccess, part of the Transaction Services Group, has been providing billing services for the New Zealand fitness industry since 1994 and Australia since 2002 and is now one of the largest full service direct debit initiators in Australasia, servicing a wide range of industries. The IT Service Delivery team are primarily responsible for providing services to support the successful data migrations of new clients onboarding, support billing functions and carry out tasks involving bulk data operations, data extraction and analysis. The team are also responsible for the maintenance of SSRS Reports as well as providing Level 1 and 2 application support.Key responsibilities:- Manage the day to day activities of the team to support the delivery of services to our customers- Coordinate and work with Product Owners, BAs and Development teams- Develop and implement support processes and practices- Serve as the escalation point of contact for incidents, problems and service requests- Mentor, coach and provide direction to the team- Define KPIs and goals- Identify opportunities to improve operational efficiency and effectiveness

Auckland, New Zealand

* Led a busy, dedicated, and passionate team that provided tier-3 support to internal and external users.* Supported and assisted the Director of Global Support* Collaborated closely with Development, Project Managers, Testing resources and Release Management to facilitate issue resolution from release scoping to release distribution. * Served as the escalation point of contact for issues requiring extra attention* Assisted with the recruitment of new hires, assessments, interviews, selection, and training.* Coordinated the on-call roster, ensuring there is coverage for after-hours support.

Penrose, New Zealand

Responsibilities include:• Development and maintenance of software products used internally including pre-production analysis and testing of scanning capacities, OCR functionality, software requirements and workflow processes. • Development and implementation of parameterized reports with charts and matrixes using Crystal Reports.• Client site user training.• General support of the company’s in-house applications.

Development and implementation of internal websites, bulletin / message board systems as well as a searchable database for various departments. As part of this job, I received training in:• Developing Microsoft ASP.net Web Applications using Visual Studio .Net• Advanced Web Application Development using Microsoft ASP.NET• Designing and Implementing Databases with SQL Server

Liaised with developers with regards to software implementation, pre and post-delivery testing, and post-release support. Provided technical support of various financial applications & content.

Encino, California

Provided general support of the company’s in-house applications as well as maintenance of the company's regional office network infrastructure system.

Education record

Course studies towards the following certifications: MCDBA - Microsoft Certified Database Administrator SQL Server 2000 (2004) CCNA.

Associate Degree In Computer Science

Diploma In Computer Systems And Programming