Mahmudou Sesay

Application Support Analyst @Macs

Birmingham, GB

Currently working as an Application Support Analyst within the Customer Response Team. Providing 1st line support on application and software based issues such as application performance issues, software errors, incident management, etc.Key responsibilities;• Providing 1st line support on application and software based issues such as application performance and software errors• Monitoring application performance through IBM Maximo• Daily VIVO checks on IBM Maximo, MIF and servers with the use of DBeaver, Microsoft SQL server and IBM MQ Explorer• Working with other teams e.g infrastructure, software development and more for smoother operations• Documenting support activities and resolutions on IBM Control Desk• Escalating complex technical issues e.g. software faults, server outages and application malfunctions to 2nd/3rd line support• Resolving IT tickets through ServiceNow • Offering user support and training on IBM systems• Keeping up emerging technologies e.g. Blockchain, AI and Cloud Computing/Devops