Karamo Diallo
Welwyn Garden City
Summary
Strategically minded professional in technology management, known for high productivity and efficient task completion. Skilled in cloud computing, cybersecurity, and project management. Excel at leadership, communication, and problem-solving to navigate complex challenges and drive team success.
Overview
10
10
years of professional experience
Work History
Application Support Manager
Intersoft
Egham
12.2023 - Current
- Scaled the team from 4 to 6 engineers, reducing the backlog by 50% and achieving 95% P1 incident resolution within 2 hours.
- Saved 35% in downtime costs by renegotiating SLAs with third-party vendors.
- Developed and implemented IT policies and procedures for application support.
Senior Application Engineer
SilverRail
London
11.2021 - 12.2023
- Subject matter expert on the API, messages, sequencing, product features, and functionality.
- Coordinated testing and validation procedures through software development lifecycle.
- Evaluated third-party libraries or frameworks for potential integration into existing systems.
IS Lead Application Support Analyst
Eurostar
London
10.2019 - 11.2021
- Managed a team of eight analysts, cutting ticket resolution time by 75%, from 48 to 12 hours, through enhanced knowledge sharing.
- Saved £30K annually by optimizing monitoring tool licenses (Zabbix, Nagios).
- Analyzed customer requirements to determine compatibility with existing systems.
Application Support Engineer
Reply Ltd
London
03.2017 - 11.2019
- Collaborated with cross-functional teams to define app specifications and integrate user-facing elements with server-side logic.
- Documented application changes and worked on version control using tools like Git.
- Utilized programming languages such as Java, C#, and Python to write clean, maintainable code.
Support & Operations Analyst
Reevoo
London
12.2016 - 03.2017
- Automated customer feed processing and improved data accuracy.
- Partnered with product teams to align roadmap changes with client feedback.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
Oxford University Press
Oxford
06.2015 - 12.2016
- Managed Listserv service for 120K+ subscribers, ensuring 100% daily email delivery
- Collaborated with internal stakeholders to identify areas of improvement within operational systems.
- Managed relationships with external vendors providing essential services or supplies.
Education
BSc - Information Technology
University of Hertfordshire
UKSkills
- Project management
- User experience design
- Agile methodology
- IT service delivery
- Technical support
- Customer collaboration
- Application troubleshooting
- Change management
- Cloud computing
- Database management
- ITIL framework
- REST/SOAP APIs
- Incident management
- Team leadership
Accomplishments
- Cut incident resolution time by 30% via proactive monitoring (Datadog, PagerDuty).
- Led teams of 4–8 engineers, upskilling staff to reduce escalations by 25%.
- Migrated legacy systems to AWS, saving £50K/year while maintaining 99.9% uptime.
- Improved customer satisfaction by 20% through self-service documentation and training.
Technical Skills
AWS, Azure, Docker, GitHub, CircleCI, ServiceNow, Jira, Datadog, AppDynamics, Salesforce, Dynamics 365, MySQL, REST/SOAP APIs, Java, JavaScript, and Linux
Languages
French
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Application Support Manager
Intersoft
12.2023 - Current
Senior Application Engineer
SilverRail
11.2021 - 12.2023
IS Lead Application Support Analyst
Eurostar
10.2019 - 11.2021
Application Support Engineer
Reply Ltd
03.2017 - 11.2019
Support & Operations Analyst
Reevoo
12.2016 - 03.2017
Oxford University Press
06.2015 - 12.2016
BSc - Information Technology
University of Hertfordshire
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