Experience

Administered Red Hat Enterprise Linux (RHEL) systems in a production on-premises environment, performing patching, configuration management, and routine maintenance.

Contributed to the migration of on-premises workloads to AWS and Azure, including environment setup and post-migration validation.

Performed version upgrades and ongoing maintenance on self-managed GitLab and Artifactory instances.

Assisted in the design and maintenance of GitLab CI/CD pipelines used for application deployment across the organisation.

Collaborated with the DevOps team on improvements to business-critical tools, including Jira and Sparx EA.

Explained complex banking products clearly to customers with varying levels of financial literacy.

Consistently exceeded customer experience targets, including a Net Promoter Score (NPS) above +70 and a high post-call survey completion rate.

Resolved escalated complaints and complex queries, routing issues to the right specialist teams and reducing incorrect call transfers.

Delivered accurate advice across complex multi-agency transactions, maintaining strict compliance with privacy legislation.

Handled escalated complaints involving licensing and registration, ensuring issues were documented and resolved through appropriate channels.

Provided exceptional customer service, resolving customer complaints and concerns.

Managed the flow of the drive-thru, ensuring cars had a total experience time of less than 140 seconds.

Collaborated with fellow crew members to ensure the smooth operation of the restaurant.