Reeba Jacob Email & Phone Number

Westlake, Texas, Us

As a Senior Technical Support Specialist with ECI Software Solutions, I executed issue resolution efficiently in a fast-paced environment via phone, chat, and email. Provided excellent customer support by engaging clients, delivering clear communications, conducting thorough investigations, and driving rapid problem resolution. Deployed Swagger for API endpoint interactions. Advocated for the client while serving as the voice of the customer (VOC), ensuring all customer-facing communications were clear and professional as issue statuses evolved and resolutions were confirmed. Triaged new problems, assigned appropriate severity, and worked toward swift resolutions. Identified opportunities for business process improvements and led process change management efforts.► Mastered, expertly, the JIRA and Confluence to effectively manage SCRUM and Agile projects, streamlining documentation and enhancing team collaboration► Resolved complex escalated technical issues as part of a team of 8 Tier 1 and Tier 2 agents, driving efficient solutions and minimizing downtime► Conducted in-depth troubleshooting and investigations to identify the root causes of client and feature issues, delivering tailored solutions based on client needs► Navigated customer expectations regarding response times for issue resolution, ensuring clear communication and satisfaction throughout the process

Dallas, Texas, Us

As a Senior Technical Support Analyst, I governed the health and performance of the ETL production system, ensuring seamless operations and minimal downtime. Led cross-functional teams in technical discussions on data models, ETL processes, and data warehouse deployments. Implemented proactive problem management to identify and prevent recurring issues. Provided technical expertise and process improvement recommendations to operations. Directed product development to maintain a competitive edge. Successfully managed an offshore team, overseeing pre-production testing, developing support tools, and ensuring smooth release rehearsals.► Acquired extensive experience in migrating on-premise systems to cloud-based deployment models, particularly leveraging AWS for enhanced scalability and performance► Led infrastructure management for capacity planning, comprehensive health checks, and successful execution of Data Center projects, ensuring seamless operations► Orchestrated the integration of two database products across multiple product lines, streamlining workflows and improving data accessibility► Acted as a key liaison between five IT teams, Client Services, and DevOps, driving effective communication and ensuring alignment on critical project initiatives► Consistently delivered 100% customer satisfaction by strictly adhering to SLAs and proactively resolving issues to enhance service quality

As a Database Administrator contracted by the Greenwich Board Of Education, I oversaw the performance, integrity and security of Greenwich Public Schools Educational database and services.► Handled GPS digital learning environment by creating enrollment and rostering files, and/or automated file exchanges for elementary and middle school DLE products.► Responded to user id and password inquiries and resets from K-12 staff, students, and parents.► Performed duties associated with the being the district Google account administrator for all K-12 students.► Handled maintenance and integrity of GPS Student Information System and all associated exports, including state required reporting (PSIS).► Ran the public student information system (CT state database) including student registrations, deletions to registrations, changes, and syncing PSIS with Aspen.► Developed Customized reports of student information system, learning management systems and district online teaching tools and products.

Singapore, Sg

As an Application Consultant of Membership Services with IQ Dynamics Pte Ltd, I directed daily standups to review incidents, analyzed root cause, and ensured swift resolution of issues. Conducted weekly client meetings to gather feedback and enhance production service delivery. Managed database tasks, including design, upgrades, backups, troubleshooting, and performance tuning. Created SQL Agent Jobs for seamless POS data transfers. Streamlined membership subscription processes, handling updates, payments, and adjustments. Oversaw installment billing, auto-renewals, donation processing, and customer report generation, driving system efficiency and satisfaction.► Spearheaded the integration of multiple systems, delivering specialized support for month-end closing processes and the generation of monthly Electronic Statements of Account (e-SOA)► Honored with Long-time Employee Recognition and awarded for Outstanding Customer Maintenance, demonstrating exceptional service and commitment► Engineered and implemented SQL Agent Jobs to automate data transfers from POS outlets to servers, enhancing operational efficiency► Progressed from Associate Consultant to Application Consultant in under a year, reflecting strong performance and rapid mastery of responsibilities

As a Data Administrator with GAYATHRI STEELS PTE. LTD, I created and maintained the Microsoft Small Business Server system updating the company Web, assigning faxes using and reports to the management.► Uploaded items to the company web ensuring Data consistency.► Troubleshoot basic Network problems, Router configuration, Mail Box clean up.► Simple Programming using Excel Control Box Buttons, Writing up V Look Up formulas in Excel, maintain their Data base of Stock/Inventory list, Refreshing handling Macro Security Issues.► Perform extensive customer communication. Oversee servicing of a range of equipment including but not limited to workstations, servers & networks. ► Provide support to staff on all company supported applications.

Master Of Computer Applications - Mca, Computer And Information Sciences And Support Services

Bachelor Of Science - Bs, Computer And Information Sciences And Support Services

Junior College, Mathematics