SUMMARY:

• As a System Analyst I am responsible to handle operational tasks of the project management and execution of standard defined processes of daily activities of application development and changes in controlled manner. Work in 24x7 Application Production support project for Confidential and responsible for all production support activities of Applications and Infrastructure.
• Also design process and system improvements to increase productivity and reduce costs. Utilize extensive experience in the implementation of Production Support process and CRM processes for financial services. Having strong interpersonal skills and highly adept at diplomatically facilitating discussions and negotiations with client and stakeholders.
• Production Support Infrastructure Support ITIL 3.0 (certified)
• Change Control Management Problem Management (RCA) Incident Management
• Requirement & Process Analysis Business System Analysis CRM (SIEBEL, Salesforce)
• Look after production support activities of Applications and Infrastructure for Confidential .
• Incident Management and Problem Management.
• 24x7 applications' monitoring (via tools TOPAZ, Jenkins, Introscope & Sitescope )
• Ensure up time of Application and infrastructure as per give SLA.
• Design and implement support processes as per business requirement.
• Ensure proper process execution as per standard procedures defined (ITIL) for Project management.
• Perform disaster recovery tests to ensure system availability and functionality.
• Execute weekly client meeting on issues and planning.
• Ensure proper segregation of duties among L2 and L1 support.
• Support CRM: Salesforce and Siebel.
• Execute and lead SOS/Outage calls till resolution.
• Trained other members regarding standard processes.
• Monitor IT programs and supported financial management functions.
• Evaluate information radiators and issues on daily basis.
• Generate periodic peer review reports for Application owners.
• Participate in meetings, technical discussion, reviews and release planning.
• Provide technical assistance during project planning and demonstrations.
• Formulate, implement and maintain tools and practices.
• Responsible for maintaining coordination among application stakeholders for Change management
• Team management.

TECHNICAL SKILLS:

CRM Tools: SIEBEL, Salesforce Microsoft .NET with ASP.NET, C#,VB.NET, ADO.NET

Databases: MS SQL Server, Oracle, SQL Developer

Ticketing Tool: Service Now IBM - IPAS (Infrastructure Management System)

Middleware Tool: IBM Message Queue (MQ)

Monitoring Tools: - TOPAZ, HP - Introscope, Jenkins

Tools: Appworx, WINSCP, PUTTY, VMware

PROFESSIONAL EXPERIENCE:

Confidential, Danbury CT

System Analyst/Production Support - CRM

Responsibilities:

• Look after production support activities of Applications and Infrastructure for Confidential .
• Ensure up time of Application and infrastructure as per give SLA.
• Incident Management and Problem Management.
• Change control management and Problem management. Design and implement support processes as per business requirement Ensure proper process execution as per standard procedures defined (ITIL) for Project management .Execute SOS/Outage calls and weekly client meeting on issues and planning. Reporting to senior management and Client. Requirement Analysis and understanding business requirement for upcoming works. Handling outages and maintain proper communication among business and users. Team handling and management, Prepare performance reports.

Confidential

SOFTWARE DEVELOPER

Technology: ASP.NET, C#, VB.NET, SQL Server 2000, HTML, Java script

Responsibilities:

• Requirement gathering and analysis with business users.2. Production support and troubleshooting the issues.
• Handling user access and application administrations.
• Designing and procedural defining according to the business logic.
• Coding, Unit testing and database designing

Confidential

SOFTWARE DEVELOPER

Technology: ASP.NET, C#, VB.Net, SQL Server 2000, JavaScript

Responsibilities:

• Requirement gathering and analysis for application.Designing and procedural defining according to the business logic.
• Coding, unit testing and database designing.

Confidential

SOFTWARE DEVELOPER

Technology: ASP.NET, C#, VB.Net, SQL Server 2000, HTML, JavaScript

Responsibilities:

• Involve in the requirement gathering, designing and development & maintenance of application.
• Focusing on programming and software solutions for business logic implementation.
• Developing user interfaces as well as enhancing the functionality by coding.
• Preparations of proper documentation and technical papers.
• Testing & Unit testing, designing test cases.

Confidential

SOFTWARE DEVELOPER

Technology: MICROSOFT C#(C sharp)(Windows Application)

Responsibilities:

• Involved in the design and development and port communication Module for VSoC Chip.
• Help in installing and maintaining the system, perform troubleshooting and user . Assist in providing technical advice for platforms installed: provide assistance to application users on application software matters.
• Overseeing the requirements, design, and implementation of multiple features of VSoC.
• Focuses on programming/coding software solutions C#.Net development.
• Developed user interface screens and involved in testing of the project