Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Experience
Systems - Knowledge & Experiences
Languages
Software
Timeline
Generic

Patrick Dias

Craigieburn,VIC

Summary

Experienced IT professional with a can-do attitude and strong work ethic, with over 20 years of proven expertise in applications support, end-to-end solutions, and management. Adept at delivering high-quality results in fast-paced environments. Passionate about leveraging technology to drive business success and exceed client expectations.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Application Support Lead

SS&C Australia
06.2022 - Current
  • Company Overview: Leading cloud-based provider of financial services technology solutions
  • Managing the maintenance, integrations and deployments of MSP digital applications
  • Providing daily active hands-on technical support, SLA, monitoring and conducting troubleshooting of on-premises & AWS cloud hosted environments using Splunk, Cloudwatch & Site24x7
  • Supporting automation solutions using CiCD tool (Octopus) across the DevOps supported (integration) tools & Managed Services Platform for SaaS applications
  • Initiating the design and delivery of AI solutions using ChatGPT, Splunk, Grammarly and more
  • Incident response/investigations for production hosted environments and business critical application systems with PIR and Problem solving/management-solutions
  • Managing and monitoring of ticketing system, applications maintenance/implementations/support, integrations and workflows/SLOs using ServiceNow, Site24x7 and Jira
  • Assisting with support coverage for DevOps tools & processes, APIs, data governance, risk management and compliance with attention to detail with a business perspective as per SLAs and timings
  • Identifying, analysing, documenting and implementing innovative technologies and best practices
  • Working with internal/external stakeholders (Super vendors), cross-functional teams for enhancing collaborating CX levels, senior management in Projects, compliance, BCPs, automating deployment tasks, , integrations, costs, improving and enhancing application/process manageability
  • Building team relationships with projects, infrastructure, vendors. DLs, Managers and others
  • Coordinating Impact Analysis, DRs of the application systems for Change deployments
  • Providing guidance, testing, documentation, how-to’s, training, support and managing team.
  • Working with projects for new client change deployments. improvements, costing, scheduling, capacity planning and DR
  • Working with Agile team and DevOps

Leidos Australia
08.2020 - 06.2022
  • Company Overview: A regional leader in government, science, and technology solutions

Integration Lead

Caulfield Grammar School
12.2019 - 02.2020
  • Company Overview: A more than a century old leading school in Melbourne
  • Led with success the technical integration of Workday, a cloud based application with other school applications such as Complispace, Sentral, EdVal, Finance, Rostering with MS-SQL Server using stored procedures.
  • Worked with project (hands-on) for providing, supporting, BAU handover and recommending best practices and future improvements in Azure cloud to premise applications and Oracle database.
  • Tested, validated, migrated, resolved and documented (in SharePoint) the data and process flow for Go Live with BAU support for Azure systems.
  • Provided strategies for improvements, data transfers and integrations using PowerShell scripting and GPG (Kleopatra) encryption, SSO, MFA, SSL AD Connect, application and monitoring.

Production Support Manager

NAB
05.2019 - 11.2019
  • Company Overview: A leading Australian major bank operating worldwide.
  • Managed, rostered, assisted, recruited and mentored a team of 4-6 direct reports for the support of Market Surveillance applications, including ensuring prioritising of team tasks, team updates and training/development.
  • Incident/Change/Release management of (on premise/cloud) applications such as KRM, PDD, Fenergo, Dora, ERIN and more based on ITIL practice and procedures.
  • Ensured Incidents were resolved (hands-on) within OLAs with remediation tasks identified and documented.
  • Worked with Projects, product owners, Service Delivery Manager, Compliance and customers for transition, requirements, progress management and the successful BAU handover/hypercare of Fenergo, Synthesys and KRM applications.
  • Led/Coordinated the Fenergo Project for integration of application forms, change management/scheduling, storage and access in SharePoint for Fenergo application.
  • SME (subject matter expert) in applications such Fenergo, KRM, TSD, MIFID-ERIN, Synthesys and more.
  • Monitored and provided alerting using Splunk, APM, Tibco, Geneos Control-M, and more for application, network, OS and infrastructure issues with reports on Incident/Change management status for KPIs.
  • CI/CD deployment (hands-on) using Jenkins including creating/updating tasks and pipelines.
  • Documented in Confluence for HLSI, High level Architecture diagrams, design specifications, risks and FAQs.
  • Ensured Cloud and legacy applications management, compliance, integration and Change/Release deployment.
  • Assisted with Audit queries, policy compliance, Security and reporting.
  • Participated in DR testing exercise with validation, Capacity planning, costing and OS patch deployments.
  • Worked with key suppliers, stakeholders, teams, product owners, service delivery for applications/services, updates and releases to maintain performance standards.
  • Coordinated teams tasks and priorities using Kanban and analysed Incidents/problems in Service Now reporting.
  • Worked with vendors such Atlassian & Fenergo for licensing, contracts and support requirements.

Senior DevOps Engineer

ANZ
11.2018 - 02.2019
  • Company Overview: An Australian major bank operating worldwide.
  • Worked within a DevOps teams resolving build issues, production Incidents and Agile based Change releases.
  • Ensured Incidents related to the ANZ App consisting of Account, Super, Loans and Security tiles (used on Android/iOS mobiles) were resolved within SLAs by troubleshooting and monitoring using Splunk.
  • Monitored and resolved data migration/update issues into Salesforce-CRM from ANZ app SQL server database.
  • Worked with the team for understanding software architecture, testing, replicating EC2 instances and identifying data errors.
  • Ensured Control-M batches (using sFTP) were successful with job queues management during Incidents/Change deployment for avoiding any delays.
  • Monitored system performance and/or issu es using applications such as Splunk, CA APM and New Relic.
  • Ensured QA issues were resolved by monitoring the GoCD jobs and assisted in resolving errors by running scripts to restart services.
  • Provided documentation in Confluence for simplifying tasks and processes.
  • Analysed logs and incidents using standard dashboards in Service Now and Splunk.

Senior Applications Consultant

VICROADS
05.2018 - 11.2018
  • Company Overview: A state government department providing a planned road infrastructure in Victoria.
  • Successfully supported & independently managed as a SME for the VicRoads Customer Service Centre (CSC) HTTP/mobile applications such as Kiosk-ticketing, Call flow, rostering, billings, WebPay, Workflow management, Bookshop, customer billings, Driver License testing and online appointment website.
  • Interacted with internal stakeholders and operations teams for Incident fixes, change deployments, problem resolutions and KB articles and vendors such as Premier, TeleOpti, BSS, QPC for 3rd level support/contracts
  • Ensured books were updated and accessible on retail Premier (VicRoads) site from SharePoint.
  • Responsible for ensuring application systems were stable, secure, reliable and safe
  • Initiated customers IVR data from Premier technologies into Salesforce as a step towards direct IVR call data update into Salesforce CRM.

Senior Service Analyst

DEPARTMENT OF JUSTICE AND REGULATION, VICTORIA
11.2017 - 04.2018
  • Company Overview: A state government department providing a safe, just, innovative and thriving Victoria.
  • Provided SME support, Issues resolution and independently managed the Resolve (CMS/CRM) application used for recording victims of crime data by case workers at several centres.
  • Assisted the project team for a new customer relationship management (CRM) initiatives and requirements.
  • Identified opportunities for improvements and provided a 50% improvements for faster data updates by initiating the data integration from Victoria Police (VicPol) cases in to Resolve application for Case registration.

Senior DevOps Analyst

AUSTRALIA POST
08.2016 - 10.2017
  • Company Overview: A postal and leading courier company all over Australia.
  • Ensured Incidents, Changes and Problems for microservices (SaaS) HTTP applications were dealt with and actioned/escalated within SLAs with proper outage notifications, remediation and Root Cause Analysis, 24 x 7 in a highly demanding business environment.
  • Managed the timely resolution of issues with reporting in Service Now related to Passport application processing, Bookshop pricing, payments processing using BPay/Credit cards/Debit, Super, SecurePay, parcels delivery.
  • Identified regular call trends and subject lines, categorised it and provided a FAQ in Salesforce CRM with keywords for responding to by customer support personnel.
  • Managed the Retail to Dynamics ERP data updates for retail sales and CRM.
  • Interacted with several stake holders, Release Managers, Agile/Scrum teams, Change Owners, Product owners and IMs for Change deployment of microservices applications, planning, testing and support handovers.
  • Administered, monitored, managed AWS EC2 instances.
  • Worked with auditors for PCI-DSS compliance audit and provided evidence and analysis.

Education

Bachelor of Commerce -

University of Mumbai

Diploma - Systems Management

NIIT

Skills

  • Integrations and team leadership
  • Stakeholder engagement and communication
  • Software testing and improvement implementation
  • ITIL incident management expertise
  • Implementation of effective solutions
  • Infrastructure monitoring and automation tools
  • Data analysis and integration
  • Project coordination
  • Experience in DevOps milestones management
  • SaaS and ERP applications expertise
  • Troubleshooting expertise
  • Monitoring security protocols
  • Network management
  • Incident response management
  • API management
  • Experience with ITIL processes
  • Software release management
  • Business continuity management
  • System performance monitoring
  • Documentation for training programs
  • Statistical analysis
  • System performance improvement
  • Comprehensive troubleshooting guides
  • Cross-functional teamwork
  • Effective problem resolution
  • Strong verbal communication
  • Ongoing enhancement
  • Problem-solving skills
  • Technical application support

Accomplishments

  • Achieved deployment of high value brokers Onboarding customers and analysis at NAB by completing the Fenergo project with accuracy and efficiency.
  • Achieved VISA payments processing delays by implementing Rubik fix for processing tasks.
  • Achieved monitoring server access issues through effectively helping with deploying Elastic EUM functionality at Leidos.

Certification

  • Elasticsearch Observability Engineer - Elasticsearch 2021
  • ITIL V4 Foundation Certificate – Axelos, Online 2020
  • Salesforce Certified Administrator - Salesforce 2019
  • ITIL V3 Foundation Certificate - Exin, Online 2013
  • Oracle Siebel CRM on Demand Administration ED2 - Oracle University, Melbourne 2010
  • Project Management-Foundation (Prince2) - ALC Institute, Online 2010
  • Microsoft Certified Systems Solutions Expert 2000 - Microsoft 2005

Additional Experience

  • GE CAPITAL/LATITUDE FINANCIAL – Melbourne Applications Team Lead 2014 – 2016
  • VICURBAN/PLACES VICTORIA – Melbourne Applications Support Lead 2007 – 2013
  • DEPARTMENT OF HUMAN SERVICES – Melbourne User & Business Support Officer 2005 – 2007
  • LOCHARD - Melbourne Application Support Engineer 2005 - 2005
  • MYOB - Melbourne Production Support 2003 – 2005
  • MAILCARE SYSTEMS PTY LTD - Melbourne Database Administrator 2003 - 2003
  • ACUMEN ALLIANCE – Melbourne Consultant 2002 – 2003
  • GULF SHIPCHANDLERS – UAE IT Manager 1996 - 2001

Systems - Knowledge & Experiences

  • Customer Resource management (CRM): Salesforce, Oracle Siebel CRM on Demand, & MS-Dynamics
  • Enterprise Resource ERP knowledge and administration experience: Orion, Oracle Financials & Great Plains-Dynamics
  • Content Management (Delivery) Systems(CMS)- Functional: Fatwire
  • Kanban/Scrum: Jira & Trello
  • Batch Processing and QMS: Control-M, WebSphere MQ and more
  • Ticketing systems: Service Now, Jira, Remedy and Marval
  • Business Intelligence Reporting: Crystal reports, Oracle BI, Informatica, Tableau & Power BI.
  • Document Records Management System: HP-TRIM, SharePoint & Confluence
  • Database knowledge: Oracle, SQL Server, MySQL & Bigdata
  • Cloud Services: Amazon Web Services(AWS), MS-Azure, S3 & Nginx
  • Monitoring Systems: Elasticsearch, Splunk, HP-BPM, OpManager, AWS & NewRelic
  • Miscellaneous: Microsoft & Redhat Linux, Office 365, MS-Project, BPEL, Notes, Nifi, Solr, Kafka and more

Languages

English
Full Professional

Software

Python

Timeline

Application Support Lead

SS&C Australia
06.2022 - Current

Leidos Australia
08.2020 - 06.2022

Integration Lead

Caulfield Grammar School
12.2019 - 02.2020

Production Support Manager

NAB
05.2019 - 11.2019

Senior DevOps Engineer

ANZ
11.2018 - 02.2019

Senior Applications Consultant

VICROADS
05.2018 - 11.2018

Senior Service Analyst

DEPARTMENT OF JUSTICE AND REGULATION, VICTORIA
11.2017 - 04.2018

Senior DevOps Analyst

AUSTRALIA POST
08.2016 - 10.2017

Diploma - Systems Management

NIIT

Bachelor of Commerce -

University of Mumbai

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Patrick Dias