Reena Biltoo Email & Phone Number

Vacoas-Phoenix, Plaines Wilhems District, Mu

Ebene, Mauritius

Mauritius

• Represent the company with a high level of professionalism and customer serviceat all times• Address in an effective and timely manner merchant queries (phone calls,emails or case work) • Provide accurate documentation including incident reports and resolution steps• Responsible for delivering reports by writing and executing complex SQL scripts to our internal teams and top management on a regular basis• Liaise with the Risk department in identifying suspicious transactions on a dailybasis• Perform first level troubleshooting of problems and escalate with internal teamsas required• Detect bugs in newly deployed system, document and escalate to the QA team• Proactively educate Merchants about features and benefits of our solution inorder to improve their satisfaction and deepen their relationship with Checkout• Testing performance to ensure reliable functioning of system in order toprevent technical glitches• Provide consistent feedback regarding overall customer satisfaction,tools and processes in order to drive improvement initiatives on existing services,features and product• Training junior team members• Allocating daily jobs and workloads• Reviewing work done by team members• Managing projects from kick off through to completion while providing regular feedback to managers on regular milestones• Provide 24/7 on call support to management and customers

Cybertower 1, Ebene

• Maintain service levels defined by business to meet required targets and continuously improve the levels of the services falling under my area• Ensure all owned tasks are managed in line with service management policies/procedures and standards• Deliver a baseline of knowledge for all supported services by ensuring adequate and proper documentation• Implementation of regular communication practices with line manager and colleagues based in UK• Incident/Problem/Change Management/Service Requests/represent CAB • Complete/document root cause analysis of issues raised by customers within specified SLAs• Monitor service/application stability in production• Conduct KT sessions to train other people on functional/technical aspects of applications supported• Document applications/deployment/technology for training other persons in the team• Conduct data refreshes in live environments• Coordinate deployment into live environments• Work in close collaboration with Project Managers/Technical Leads to devise solutions to meet customer’s requirements• Conduct meetings with business users to gather their requirements, document those and provide these to the development teams• Testing new releases of web applications from third party suppliers on development environment to identify and escalate non-conformities before these are deployed to the testing environment • Assist QA teams when they are system/integration/regression testing new releases• Work with development team (internal and external) to assess issues and get patchfixes for future application releases• Coordinate weekly meetings with third party suppliers in USA and India• ISO Standards

• Successfully implemented and supported live applications.• Complete testing on code releases to ensure quality deliverables• Deploy/test applications on Websphere• Release of components/services• Document releases• Maven Site Release• Provided third line support within the required SLA.• Agile, Scrum, SDLC

Bachelor'S Degree, Computer Science

Degree Holder in BSC(Hons) Computer Science and Engineering My final year project was implementing a 3D meteo system for our national.

High School

HSC

Education record