SUMMARY:

• Over 13 years of experience in Information Technology having expertise in ‘development operations’ and ‘infrastructure/Application’ supporting B2B/B2C eCommerce, mobile, hybrid clouds, SaaS, IaaS, PaaS, and virtualization technologies across Insurance, Confidential, Banking, Retail, Finance and healthcare industries.
• Recognized as a strong leader who helps organizations evolve through leveraging internal operations potential to capitalize on external market opportunity; drives corporate growth, profitability, productivity, and sustainable bottom - line impact.
• Leads with informed, clear ideas on how to optimize technology, process, and team performance through implementing best practices, metrics, and continuous improvement.
• Builds and nurtures high-performing organizations and a culture of excellence; shapes teams and assembles skills to achieve the business goals, and inspires engagement and commitment through compelling communication and interpersonal skill.

TECHNICAL SKILLS:

Leadership Skills: Strategic People Management & Operational Excellence Budget Management (Operating & Capital) Enterprise Applications Globalization Integration (Operations / Release Management/Support Manager/Infrastructure / Processes / Technology) Compliance (SOX / PCI) SDLC - AGILE ITIL PRINCE2

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Application Support Lead/Manager

Responsibilities:

• Leading and Resolving Daily Application Issues.
• Triaging Issues with Multiple Teams.
• Making sure application is up and running 24/7.
• Incident/ Change & Release Management.
• Tracking Bugs/Enhancements and Ongoing Production Issues.
• Offshore and Onshore Team Co-ordination. on time. Helping and Managing Ops’ for Migrations Classic Billing Artera to Amdocs. Triaging Issue’s with Team and Make sure all tickets are Responded and Closed on time. Daily Team and Technical Meetings with Different Teams to Manage Delivery.

Confidential - Seattle, WA

Project Lead/Manager

Responsibilities:

• Planning, Implementation of Application release.
• Working with AWS Infrastructure, BRT, Database, Performance and Development Team to achieve Timely Delivery.
• Making Sure All the Bugs/Enhancement are closed with in SLA, 16/5 Project.
• Offshore- Onshore Coordination, Team Size-13.
• Resource Management. Making sure all the order placed are Completed. Reported to Delivery Manager and Sr. Manager Confidential .

Confidential- Morristown, NJ

Project Lead

Responsibilities:

• Process Re-engineering: Initiated and implemented process changes; created standardization and consistency through process, procedure, change-control, and workflow management. Increased efficiency and customer satisfaction.
• Root Cause Analysis: Analyzed root causes for incident mitigation; worked with appropriate technical groups to assess technical issues and develop solutions. Protected corporate revenue streams and exceeded SLA requirements.
• Incident Management: Created support processes for incident triage and resolution; updated communications to allow shift incident managers to quickly provide critical updates to all stakeholders. Reduced incident resolution times.
• Information Security Management: Managed all web-based infrastructure security mechanisms, products, and procedures to prevent security/data breaches of customer data and intellectual property; upgraded all outdated firewalls across the infrastructure footprint, improved system protection to thwart malicious external system attacks, and improved firewall system manageability. Ensured 100% of web-based customer transactions were secure.
• SAN/Storage Management: Planned and deployed ample storage assets to ensure sufficient/efficient data storage capability to meet the business needs (e.g. peak season); introduced a new data retention policy maintaining timely and sensitive data on internal storage, and created a roadmap to move less accessed data to less expensive storage systems and external (cloud-based) providers. Maintained an optimal model across data storage performance and cost.

Confidential

Tech Consultant/ Manager

Responsibilities:

• Provided L1 and L2 Support for Microsoft Intune Product and managing Identity and Access for Objects and Users.
• Managed and Tested Mobile Device Management Application (Microsoft Intune)
• Documented all new Processes related to Issues and Service Improvement Plans.

Environment: s:16/5 Support Process, Azure, Hyper-v, HP servers, Wise Alerts, Azure DB, SCCM 2007, SCOM, Microsoft Intune, BYOD, Windows Server 2012, SQL 2008 R2, Perfmon.

Confidential

Technical Operations Manager

Responsibilities:

• Managed Website Testing and Server Support Teams.
• Worked with Developers/testers/Application/Infrastructure teams for various issues.
• Created Knowledge Base (RCA, KB and Run Books) directory on SharePoint and made sure that everyone updates it on daily basis.
• Ensured proper coordination between RSG, Service Desk and field for daily operations, towards achieving CSAT.
• Created the Incident Management workflow for Support Projects and made sure everyone is adhering to it to work so that we can deliver quality at the end of day.
• Created and discussed the weekly and Monthly metrics report with Clients.
• Managed 6 Accounts in Totality and Team Size 35+
• Managed daily service operations via SHD ticketing tool.

Environment: s:24/7 Support Process, Hyper-v, HP servers, Windows Server 2003, 2008, SQL 2005 & 2008, Wireshark, Fiddler, SOAP UI, Application testing, IIS, Netmon, Perfmon.

Confidential, San Bruno, CA

Technical Support Engineer

Responsibilities:

• Undertook routine preventative measures and implementing, maintained and monitored network security, particularly if the network connects to the internet
• Managed the application and set up of Environments to test and reproduce the issue.
• Coordinate with TESTING/DEVELOPMENT/INFRASTRUCTURE team and provide support to all onshore and off shore sites.
• Created and Maintained directory for SOP’s, KB articles based on issues reported and their Solutions.

Environment: s:9/5 Support Process, Hyper-v, Mobile application testing, Windows Server 2003, 2008, SQL 2005, SharePoint, CDN's, WMS, Video Streaming( VOD, Dynamic)

Confidential

Technical Support Exper

Responsibilities:

• Provided Warranty and AMC support for leased line modems for Dell customers across the country.
• Provided support for DSL modem and Routers.
• Managed the Ticketing Tool and delegated work along the team member's.
• Made sure that Team is achieving Daily and weekly call and Sales target.

Environment: 24/7 Support Process, Dell Laptops, Desktops, Monitoring, Window OS issues

Confidential

Process Advisor

Responsibilities:

• Provided customer service to Customer having Barclays Bank Account and Credit card.
• Handled customer escalations daily.

Environment: s:Barclay’s Credit card and Debit card support, Reporting fraudulent Accounts and Transactions, Balance Transfers, Customer service, 24/5 support Process

Confidential

Technical Support

Responsibilities:

• Monitored Servers and Network of ISP.
• Troubleshot and resolved all kinds of ISP related issues.
• Provided Software and Hardware support for laptops, Desktops and Modems at all levels.