Lewis Caren

As an Application Support Analyst, I leverage extensive expertise to enhance processes and workflows within the application support function. I evaluate complex issues with significant potential impact, balancing alternatives and resolving conflicts by integrating industry knowledge and technical insight. I take on informal and formal leadership roles within teams, mentoring and training new recruits.

Key Responsibilities:

• Provide technical and business support for Citi Applications, ensuring stability and functionality.
• Maintain application systems post-development, focusing on operational efficiency and quality.
• Conduct start-of-day checks, continuous monitoring, and manage regional handovers.
• Perform same-day risk reconciliations and develop comprehensive technical support documentation.
• Define scopes and objectives for complex enhancements and problem resolutions.
• Review and develop contingency plans to ensure application availability.
• Collaborate with development and production teams to prioritize bug fixes and support tools.
• Act as a liaison between users, traders, internal technology groups, and vendors.
• Assess risks in business decisions, safeguarding the firm's reputation and interests.

As a Prelytix Support Specialist, I was part of a team dedicated to assisting business users of MRP’s Prelytix ABM platform. Utilizing SysAid and Jira for issue tracking, I prioritized and managed incoming support tickets related to application errors, data discrepancies, and user queries. I investigated each issue to determine effective resolutions and escalated to third-level teams when necessary. My focus was on delivering timely solutions in alignment with Service Level Agreements while maintaining strong customer relationships through excellent service.

Key Responsibilities:

• Streamlined support processes for improved end-user experience and reduced resolution times.
• Collaborated with developers, analysts and project managers to expedite incident resolutions.
• Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
• Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
• Supported end-users in navigating complex applications, guiding them through features and functions while troubleshooting issues as needed.
• Analyzed and mapped data and wrote SQL scripts to extract data from SQL databases.

As a Account Executive, I worked on behalf of major IT clients such as Cisco, Dell, HPE, and IBM to generate sales opportunities across the APJC and EMEA regions. I consistently met weekly and monthly targets by scheduling appointments for phone and onsite meetings between prospects and technology partners. After meetings, I followed up to gather feedback and nurture relationships with prospects and clients, updating all information in our CRM and Salesforce to reflect outcomes.

I collaborated closely with teammates to stay informed about the latest technologies and supported new campaigns. Additionally, I provided IT support during night shifts, addressing basic faults and logging more complex issues on SysAid for resolution by the IT team.

Key Accomplishments:

• Established long-lasting relationships with key decision-makers within client organizations, solidifying the company''s reputation as a trusted partner in their respective industries.
• Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
• Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
• Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
• Trained junior team members on best practices for account executive responsibilities, fostering a collaborative work environment focused on continuous improvement.