At Conferma Limited, I own complex API and integration issues for financial institution clients, tracing problems from customer reports through reproduction and root cause to an agreed fix.
I analyse XML payloads and application logs to isolate faults across card issuer and third-party provider integrations. I also own out-of-hours Priority 1 and Priority 2 incidents in a 24/7 rotating shift, maintaining SLA adherence above 90% across incident, request and implementation workflows.
At Custodia Technology, I diagnosed issues across Windows Server, SQL Server, Active Directory and virtual environments while supporting more than 255 enterprise tickets a week.
I also built the Service Review Toolkit, a command-line project that analyses synthetic ITSM ticket data to surface SLA breach drivers, recurring failures and candidates for problem management.
