ROBERT LAWRENCE EBINEZER

Client: Deutsche Bank, Frankfurt-Sossenheim, Germany

• L3 Support for Incident/Problem Tickets and NLS Core Testing Activities
• Requirements review for new features implementation
• Test planning, Test sets creation/ test progress management and reporting activities
• Effective manual testing and Regression Testing
• Bug follow-up activities
• Providing support for UAT activities
• Providing support for project management (SCRUM) regarding test activities status and progress.
• Anti Financial Crime (AFC) and Anti Money Laundering (AML) Knowledge via Regulatory Trainings
• QA Analysis and Database Testing via SQL Oracle Developer
• Active use of Control-M, JIRA, Confluence, Service Now, GRAFANA, UDeploy and Documentation
• Fircosoft (LNRS) Application Filtering Fundamentals
• Name List Screening (NLS) and List Management (LM)
• Linux Server Management

• Interacting with the customers over chat and voice process in German language and understanding their problem
• Solving queries related to desktop, laptop, printer, scanners, networking, and any other technical issues
• Troubleshooting hardware/software/login related problems daily via remote sessions and calls in German as and when customer needs
• Maintaining strong operational metrics (low refund rate, productivity and CSAT scores).

• Rendering IT Support for hardware & software topics to different locations of Germany from offshore
• Involved in administering, installing & troubleshooting the end devices (Windows PCs, Mac, iPad, iPhones and Printers)
• Supporting the live stream sessions for all IT related issues for all Skype related presentations, audio and video calls using Polycom trio phones and Projectors/TV
• Managing priority incident and service requests through ticketing tools like OTRS, SMT and Outlook
• Handling user management tasks like user creation, change, deletion & assigning the necessary roles in SAP systems Identity Management (IDM)
• Offering IT knowledge & best practices, IT updates, educating colleagues and various teams for IT and data security awareness etc.