CAREER OBJECTIVE:

Looking for an IT Application support analyst position in a software company to provide consultative, and technical support for company's products and corresponding processes.

SUMMARY:

• Highly skilled Application Support Analyst with expertise in Unix, Linux - based and windows based systems. Vast experience in high-volume environments with strong analytical communication and organizational abilities. Complex problem solver able to thrive in fast-paced and challenging roles. working experience with different IT Infrastructure components such as Unix/ Linux Servers, Wintel Servers, networks, firewalls, routers, load balancers, VPN, Apache, web logic, LDAP, Active Directory, Exchange, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring and access management solutions
• Provided technical support to critical applications. Handled production, scheduling, and processing, as well as job abends and corrections, problem reporting, change control, and automation. Ensured SLAs were met and serve as point of escalation.
• Hands on experience working in the ITIL Process: Incident Management, Problem Management, Change Management, Event Management and Release & Configuration Management. worked on automation, Tool development, fixing Infra problems and provide innovative solutions to ensure that application infrastructure is in good health and scalable.
• Write technical specifications and documentation, document user requirements, testing, research Oracle functionality, team with Oracle support to resolve issues, recommend and test application patches, and troubleshoot production issues.Exposure to L2/L3 activities and Escalation Matrix.
• Resolving day-to-day support issues, ensuring effective and timely resolution of issues in production environment, troubleshooting internal customer related issues, and managing customer relationships
• Worked on database development/support in all oracle database products performance tuning and optimization using tools like TOAD, SQL Developer, and SQL * PLUS.
• Experience and knowledge in use of Oracle stored procedures, PL/SQL, Dynamic SQL, and Exception handling in Oracle 10g/11g/12c
• Software Development Life Cycle (SDLC) to plan, create, write, and test software applications.

TECHNICAL SKILLS:

Primary Skill: Oracle (sql/plsql),Unix,Unix shell scripting,core Java,weblogic

Tools: Toad,sql developer,BMC remedy,Introscope,Autosys,SPUNK,OWF

Languages: C, SQL/PLSQL

RDBMS: Oracle(9i/10g/11g/12c)

Operating Systems: Wintel,Unix Solaris - 9/10 platforms,windows Biztalk

Other Skills: SQL*Plus, XML,FTP, SFTP,windows batch script

WORK EXPERIENCE:

Confidential, Richardson, Texas

Sr. Application support Analyst

Environment: Oracle12c,11g,PLSQL,Weblogic,Java,shellscript,SPUNK,Autosys,BMC remedy,Devops tools

Responsibilities:

• Leading a team of 7 members both from onsite and offshore.
• Leading the technical follow-up calls for high profile incidents.
• Assist with documentation of root cause analysis (RCA) and ensure follow ups on problem tickets and tasks around problem management.
• Working with Unix, solaris,Windows using command line tools for searching, scripting, and monitoring situations, including Oracle SQL,plsql scripting and java.
• Manage IT production incidents to resolution in a 24/7/365 environment using the standard incident management processes and inform management Confidential all levels of status, impact and resolution actions
• Effectively lead and guide Incident triage calls from a technical perspective analyzing different components of the infrastructure and application environment via the use of a variety of monitoring tools and processes.
• Eyes on glass monitoring of the health of applications as well as the underlying infrastructure. Proactively look for hardware, software, and environmental alerts or malfunctions. Ability to analyze dashboards and reporting/monitoring tools to look Confidential trends and patterns in application health and performance.
• Functions as the subject matter expert within the team and provides technical mentoring to the team also Performing systems analysis in the support and operation of a large-class critical application.
• Troubleshoot the incidents and identify root cause quickly using operations, wire data analytics, application performance management and event correlation monitoring toolsResolves complex issues. Consults with end users to determine optimal configuration of equipment and applications.
• Maintaining the job scheduling database for the automated scheduling system to schedule the execution of application and support batch jobs In autosys.
• Troubleshoot issues, including creation/follow-up of Incedent tickets Conduct quality reviews of code developed by other development staffAssure that all team members understand their roles and accept their responsibilities.
• Worked on automation such as for invoking applications (NDM, ftp) for file transmissions, monitoring system activity for resource contentions, system sanity checks, etc.
• Developed menu driven SQL scripts for reducing manual actions and human errors for System Operators and end users in Collections, Records Management departments.
• Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as DNS, LDAP, SSL, SMTP, and FTP. Participate in findings review sessions.
• Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.

Confidential

Application support Analyst

Environment: Oracle11g,PLSQL,Weblogic,Java,shellscript,FTPReflection,Introscope,SPUNK,Autosys,BMC remedy,biztalk servers

Responsibilities:

• Responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.
• Assist with instrumentation of critical applications, including setting up the "custom dashboards" for the customer'sbusiness,operationsanddevelopment.
• Act as the 24x7 escalation point for production support to diagnose and resolve complex issues by providing factual data from the various monitoring and instrumentation systems. Performing systems analysis in the support and operation of a large-class critical application.
• Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Ensure monitoring alerts and systems events are assessed, prioritized and managed. Drive the continuous improvement of services and processes in order to increase platform stability and realize operational efficiencies.
• Handling high severity production outages for all the supported applications.
• Escalating serious/consistent problems to development/management for longer term resolution and fixes.
• Experience with software development and support of many application and their functionality.

Confidential

Application support

Environment: Oracle 9i & 10g, JavaShell script, putty,Linux OS,FTP,SFTP,Windows batch script

Responsibilities:

• Scheming for Confidential Bulk / Pool Billing.
• Responsible for Conducting Billing of Postpaid Subscribers and Responsible for Plan Configurations.
• Optimized tasks handled by batch script and saved space by breaking down chain scripts and compiling data control scripts.
• Recognized as a creative problem solver and go-to for solving technology issues and enhancing operational performance.
• Scheming Online Credit Limit Monitoring System for Post Paid Subscribers.
• Mediation of Subscriber CDR files received from various switches like ZTE, Siemens etc
• Automation of day to day activities using PLSQL Procedures, Functions etc
• Online Rating & Reconciliation of Voice & Confidential CDRs.
• Post paid Billing for PCO & NON PCO Subscribers thrice in a month.
• Root Cause Analysis & Resolution of Post Billing Complaints.
• Responsible for Providing the Dumps to RA-FMS.
• Scheming for the Data to be provided to the RA-FMS.
• Resolution of technical and functional queries of team members. keep agency supervisor and management informed on issues and the status of work planned and completed by submitting weekly status reports.
• Document issues found and report status,perform advanced computer systems analysis work under minimal direction.

Confidential

Application Developer/support

Environment: Oracle 9i, PL/SQL,shell script, TOAD, SQL * PLUS,SQL loader

Responsibilities:

• Designed and Created Database objects and Written PL/SQL code for data extraction and transformation.
• Created/modified various Packages, Stored Procedure & Functions as part of the data validation and cleansing process
• Assists in post-implementation and continuous-improvement efforts to enhance performance and improve future outcomes
• Work on ITIL concepts like (Incident management, Change management and Problem management)
• Incident management and problem management, join Bridge lines, provide timely updates, troubleshooting production issues, vendor engagement
• Re-worked on the BAD Files that were generated by SQL Loader
• Created Database Objects such as Tables, Views and Synonyms to provide data access to subscribing parties.
• Created database tables,constraints,synonyms,indexes,dblinks etc.
• Discussed with requirement analysis.
• Coding, testing, documentation.
• Written shell script as per the requirement

Confidential

Application support

Environment: Oracle 9i,PL/SQL,shellscript, TOAD, SQL * PLUS,OWF,Tomcat,Putty

Responsibilities:

• Technical troubleshooting efforts and perform analysis to identify workarounds and determine root causes of production issues
• Involve in Code level investigation of the jobs (Unix) Finding the Bug and fixing it.
• Regularly attend & resolve the issues such as application outage, Issue impacting multiple users.
• Adhere to escalation procedures & follow-up with development team when code change is required or complex issues are faced.
• Fixing the Alert within the specified time as per client agreement.
• Responsible for interacting with the customer and request to them for revised request if required.
• Investing the root cause for any server scratch and do the needful ASAP for bringing it u.
• Work as a support team member to utilizing technical skills and product expertise helping to resolving customer product issues.