Shadyah Toofail Garreebun
Port-Louis
Summary
Secure a responsible career opportunity that offers professional challenges to fully utilize my experience, interpersonal skills and problem-solving skills while making a significant contribution to the success of the company.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Application Support Analyst
Vistra
03.2023 - Current
- Used Service Desk to track, maintain and update trouble tickets.
- Provided support for client-based applications (Vpoint and ViewPoint Applications) to prevent impact to business.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Analysed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Developed and maintained effective business communications to guarantee client satisfaction.
- Provided training to new joiners on their daily app support tasks, on how to use ticketing tools, help them to ramp up on applications functionalities.
- Interacted with clients to resolve issues and answer software-related questions.
Application Support Analyst
Accenture
06.2019 - 03.2023
- Used [Service Now] to track, maintain and update trouble tickets.
- Provided support for web-based applications (Tire Testing Web applications for Michelin) , file and data feeds and batch processes to prevent impact to business.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Participated in on-site training sessions for two weeks in France.
- Interacted with clients to resolve issues and answer software-related questions.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Analyzed and mapped data and wrote simple SQL scripts to extract data from SQL databases.
- Provide functional support to end users worldwide.
- Manage User Account Creation/Deletion and Updates.
- Weekly documentation of recurring incidents or ‘how to' of applications that we support.
- Management of Incidents, Service Requests and Changes on ticketing tool SNOW (Service now).
- Create problem tasks for complicated issues –Problem Management.
- Daily monitoring of applications on Monitoring tools such as Splunk and Nagios.
- Attend dailies, weekly and monthly meetings with clients and front -office colleagues.
- Handle user queries via mails, Teams, phone and through Service Now ticketing tool.
- Categorization of incidents to analyse trends and clusters in order to fix permanently recurring issues.
- Host presentations on weekly/monthly basis using MS office Tools.
- Initiated and implemented support process automation to improve productivity and optimize tasks.
- Translated client requirements into configuration requirements.
- Provided training to new comers on new and updated systems and software.
- Became lead Application Support of my Perimeter.
- Work on automation prospects (Identify and automate non value added tasks) using UI Path Software.
- Prepare reports and dashboard on Snow (Track Incidents, Service Requests and Knowledge Articles).
Education
BSc (Hons) Information Systems. - Information Technology
University of Mauritius
Mauritius06.2019
Skills
- Analytical Skills
- Teamwork Skills
- Communications skills (verbal and written) in both English and French
- Presentation skills
- Teamwork managerial skills
- Problem Solving & listening skills
- Service Now – Incident Management
- Service Now – Service Request Management
- Service Now – Problem Management
- Service Now – Change Management
- Service Now – Dashboards and Reports
- Service Now – KB - Knowledge Base Management
- Microsoft Office Tools (Word, Excel , PowerPoint, Outlook,Teams)
- Monitoring tools such Splunk, Nagios and Datadog
- Knowledge on using VMware Virtualization/Remote Desktop
- Atlassian JIRA
- Zephyr JIRA
- Knowledge in MySQL
- Knowledge in UIPATH
- Knowledge in Power BI
- Collaborative Team Player
- Customer Satisfaction
- Requirements Specifications
- Web Application Support
- Client Based Application Support
- User Documentation Production
- User Support and Troubleshooting
- Team Meetings
- Cisco Jabber
- Creative Issue Resolution
- Testing Activities
- Training Junior Team Members
- User Training
- User Acceptance Testing (UAT)
- UAT Support
- Tracking and Documentation
- Client Requirements Gathering
Certification
ITIL Foundation Certification in IT Service Management - ITIL V4 Certified.
Languages
Creole
Native language
French
Upper intermediate
B2
English
Upper intermediate
B2
Timeline
Application Support Analyst
Vistra
03.2023 - Current
Application Support Analyst
Accenture
06.2019 - 03.2023
BSc (Hons) Information Systems. - Information Technology
University of Mauritius
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