SUMMARY:

Highly motivated IT professional with over 7 years of experience in Application/Production Support role supporting various Unix/Windows, client server, mobile and web based application. Outstanding ability to analyze, develop and implement technology solutions. Reliable team player with effective troubleshooting and debugging experience.Equally strong project leadership - introduces out-of-the box thinking and problem-solving analysis that improve processes, systems, and methodologies currently in place and exceed business goals and customer expectations.

TECHNICAL COMPETENCIES:

System/OS: Windows, UNIX/Linux, MS Server 2003-2016, IIS. Mainframe zOS

Database: SQL, Oracle, DB2

Languages: Python, Java, C++, .NET, Batch (JAMS), Bash, Shell, JIL Script

Web Technologies: XML, JSON, jQuery

Cloud Platform: AWS, Confidential Could, GCP

Monitoring/ Tools: Autosys, JAMS, ITRS Geneos, Dynatrace, Splunk, Datadog, Nagios

Framework: Data Driven, Keyword Driven, Page Object Model

Methodology: Waterfall, Agile (Scrum)

Bug Tracking/Documentation: Service Now, Jira/Confluence, Remedy

Build and CI Tools: Jenkins, Maven, Ant, Docker, Kubernetes

Version Control: GitHub

PROFESSIONAL EXPERIENCE:

Production/Application Support

Confidential

Responsibilities:

• Manage Level 2production incidents for currency/remittance/Archive/Cheque applications
• Write scripts, queries, and Excel functions to analyze large amounts of production data from many databases and server/client application logs
• Reduced the number of tickets by almost 90% within 2 years. This was done by continuous improvement of the application and providing solutions to long pending performance issues, suggesting solutions to the vendors who in turn provided newer version of the application binaries
• Identify and resolve medium to highly complex production problems for all 11 currency processing centers across Canada
• Automated tasks by debugging & optimizing code using Java, Cron, Autosys Jil, Shell/Bash scripts and Windows job scheduler task
• Deploy project/service delivery change task in to UAT and Production environment
• Perform system Health check on production environment weekly and after patching
• Initiated bridge calls for P1 critical incidents with vendors, clients
• Provide training sessions to business & operator at the currency centers, National Support Delivery team for new product functionality
• Perform purge on high volume database instance to mitigate slowness and other issues
• Prepare Root cause Analysis and disaster recovery plan
• Schedule and maintain Service Now Rota for on call schedule
• Hands on experience working with Service Now, UNIX, Windows 2003-2016, Mainframe, SQL, Autosys, FeedHub, Nagios/Dynatrace, ITRS Geneos, Confidential Cloud/AWS, Java, Batch/JAMS, Bash, Shell, Calypso Software, Crystal Reports, SSRS
• Installed agent and configured Autosys, Dynatrace, Nagios monitoring tools
• Modified Cron/Autosys/Mainframe jobs due Covid situation at all 11 sites across Canada

PRODUCTION SUPPORT ANALYST

Confidential

Responsibilities:

• Logically and analytically troubleshoot client/server software, database, and network incidents and discuss issues with various stakeholders throughout the company, Compliance/Regulatory(GSC,AAMS,ARGEL) issues
• Manage L3 production incidents, including clarification of system behaviors and workflows, and incident replication in QA environments for further debugging
• Discuss high priority and change management request with various Casino vendors and conduct weekly meetings
• Write scripts, queries, and Excel functions to analyze large amounts of production data from many databases and server/client application logs
• Analyze/propose disaster containment to prevent ongoing credential stuffing attacks
• Perform root cause analysis of issues and write incident report for High Severity/Impact production issues
• Monitor ongoing promotion (Rewards/ICE/FreeRolls/FTUE Bonus) through Campaign management System
• Work with and manage workflow across multiple internal and global teams
• Aide in implementation of an ITIL based priority matrix for incident management

APPLICATION SUPPORT SPECIALIST

Confidential

Responsibilities:

• Providing Level 2 & Level 3 support in resolving Digital Asset Management Enterprise software issues for Fortune 250 clients using Remedy, Jira, MS SQL/Oracle DB and Error Logs
• Resolving reported bugs and deployed fixes by consulting with support, engineering and implementation team
• Preparing troubleshooting articles and test documentation on Altassian Confluence
• Configured and tested on monitoring tolls like jenkins, zabbix and datadog
• Reviewing JavaScript, SQL jobs, queue to troubleshoot the issue
• Preparing Root Cause Analysis for high priority issue
• Reviewing/modifying store procedures in SQL/Oracle Databases
• Providing subject matter expertise on feasibility of initiatives and proposed solutions
• Hands on experience working with Remedy, JIRA, Autosys, MS Office 2003-2013, Confluence, CSS, Oracle, Telnet32,Citrix XenApp, Webmail,, Server2008/2012, Active Directory, Amazon Web services(AWS)

TECHNICAL SUPPORT SPECIALIST

Confidential

Responsibilities:

• Updated and modernized company’s website using various HTML tags and Java applets
• Improved quality and bottom-line by recommending superior/ cost-effective system components
• Write/provide Business Require Document(BRD) for vendor to improve web applications
• Led computer testing system upgrades and repairs
• Analyzed, identified and resolved software program conflicts

SYSTEM NETWORK ADMINISTRATOR

Confidential, VADODARA, IN

Responsibilities:

• Performed network support and network problems troubleshooting
• Provided clients/file services management support
• Supported company users with wide range of existing problems
• Managed Exchange server and Active Directory
• Provided technical support for different computer products