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Sr. Analyst, Production Support Resume

SUMMARY

  • Over 12 years of experience in IT production support and development projects. Extensive experience in implementing ITIL process for production support and SFDC process for development projects.
  • Experience in code development and deployment in Oracle PL/SQL, Unix/Linux shell scripting, Power shell scripting and Informatica ETL mappings.
  • Have strong technical and problem - solving skills to provide primary application support as SME. Can handle on call support for high priority issues during non-business hours by carrying a pager. Responds to pages, addressing batch job failures day or night. Can lead bridge/meetings to resolve critical applications issues. In addition, works on problem tickets that are reported by the business end users for application issues and collaborates with various IT teams to resolve issues within SLA using ticket tools like HPSM, HPSD and Service now.
  • Developing UNIX batch jobs and Oracle PL/SQL programs and scheduling them in IBM Tivoli and Control-M Scheduler to run automatically as per business requirements.
  • Experience in supporting IVR Nuance system and Nuance applications.
  • I have UNIX, DB2 and MS-SQL technical skills to troubleshoot IVR tickets created by IVR business end users. Analyzing IVR call logs to find the root cause of issues and provide resolution.
  • Have experience working in Core Java, JavaScript and CSS in web application development.
  • Experience in IVR Administration by making changes in IVR call options as per business requirements. Manages IVR services developed in Java technology. When services fails, I have to perform root cause analysis by looking at error log and provide fix to bring services back up.
  • Experience in generating business reports by running complex SQLs against Oracle, DB2 and MS-SQL databases. Also experience ion reporting tools like Tableau and Elixir repertoire
  • I leverage proven skills with industry-standard technologies. Strong experience in Healthcare Industry and PBM (Pharmacy Benefit Management) domain to work with the business end users (pharmacists) to gather business requirements for reports needed.
  • Experience in supporting Pega application, resolving user tickets and working with vendor Pegasystems for critical issues.
  • Expertise in offshore co-ordination and leading offshore/onsite team during project development.
  • Experience in Source code management using MS-TFS and Dimensions tools. Check out and Check in process and maintaining latest version.
  • Having hands on experience using below technical tools: Nuance IVR applications, Putty, Toad for Oracle, Toad for DB2, MS-SQL Server, Tableau, Informatica Powercenter, Soap UI, IBM Tivoli

PROFESSIONAL EXPERIENCE

Confidential

Sr. Analyst, Production Support

Tools: Toad for Oracle, Toad for DB2, MS SQL Server, Nuance IVR, Tableau, Empirix, Putty, IBM Tivoli, MS Office, SharePoint, Skype, WebEx, FileZilla, Soap UI

Technologies / Environments: Oracle 11g, MS SQL Server 2018, Solaris UNIX, Nuance IVR, DB2, Informartica 10.2

Responsibilities:

  • Currently providing Tier-1 and Tier-2 support for 2 mission critical applications - Nuance IVR and RetroDUR (Retrospective Drug Utilization Reporting). Leading 2 resources in RetroDur and 1 resource in Nuance IVR application.
  • Handling on-call support for high priority issues during non-business hours by carrying a pager. Responds to pages, addressing batch job failures day or night, responding to any questions or assistance needed by the business end users, and join bridge/meetings to resolve urgent applications issues.
  • Generates business reports by developing and running SQLs and complex PLSQL programs. Automation of reports to run periodically.
  • Handling batch job failures by troubleshooting and analyzing logs. Doing root cause analysis and providing solution by making data, configuration or code changes.
  • Troubleshooting IVR tickets/issues using UNIX, DB2 and MS-SQL and Nuance IVR application knowledge.
  • Maintain the application ecosystem, resolve defects and execute defect elimination plans. For production issues, I analyze the issue and performs root cause analysis. Once root cause is determined, I provide solutions needed to fix the issue. If data issue, I correct the data using SQLs. If program logic issue, then code changes will be performed.
  • I also support IVR Administration by making changes in IVR call options as per business requirements. Manages IVR services developed in Java technology, These services handles around 200000 calls per day, When services fails, I have to perform root cause analysis by looking at error log and provide fix to bring services back up.
  • Maintains applications central to the operations of Confidential Caremark. By performing KLO activities I make sure all batch jobs kick off and complete on time as expected daily in order to have member and claims data updated for the business to perform their job duties next day.

Confidential

Unix/Oracle Developer

Tools: Toad for Oracle, MS SQL Server, Putty, Elixir, Control-M, HP-Quality Center, MS Office, SharePoint, Skype, level-3, FileZilla, Soap UI

Technologies / Environments: Oracle 11g, MS SQL Server 2018, Solaris UNIX

Responsibilities:

  • Creation of design document and development of pharmacy applications/interfaces. Working with QA team for test cases creation.
  • Development of applications using UNIX shell scripts and creation of automated jobs involving ftp and other file transfer mechanism.
  • Working with Job scheduling team to schedule jobs in control-m.
  • Experience of installing vendor packages in Redhat Linux box and working with server tech for package integration.
  • Working with Server tech to create file system and printer queue creation to build application server.
  • Oracle PL/SQL programming for data load.
  • MS-SQL stored procedure creation for data load.
  • Working with testing and business team for test cases creation and execution as per application design.
  • Defect analysis and fixing and working with testing during testing phase.
  • Experience in establishing/configuring interfaces between pharmacy applications and vendor systems.
  • Worked on Elixir repertoire, rml and .ds creation and deployment to application servers.

Confidential, MN

Production Support Analyst

Tools: Toad for Oracle, Toad for DB2, MS SQL Server, MS Visual Studio, Putty, MS Office, SharePoint, MS Communicator

Technologies / Environments: Oracle, MS SQL Server 2018, .NET, Core Java, JavaScript and CSS, Message Broker IBM-MQ

Responsibilities:

  • Incident Management as L2/L3 level support as per ITIL process
  • Handling VOIP calls and troubleshooting production issues
  • Worked as On call for after hours and over the weekend support
  • Expertise in log analysis and troubleshooting Unix, .NET, PL/SQL, MS-SQL code
  • Have experience working in Core Java, JavaScript and CSS.
  • Expertise in coordinating with multiple support team and vendor for issue resolution
  • Analysis reoccurring issues and performing production changes for permanent fix and performance improvement
  • Experience in monitoring and managing Unix server performance and processes
  • Experience in supporting IVR (Interactive voice response) system developed in java running on Unix server and having MS-SQL server as backend
  • Experience in supporting pharmacy dispensing Unix application
  • Experience in supporting BI system used for business users reporting purpose. Unix scripts loading data into Oracle tables
  • Experience in supporting Signature capture application
  • Experience in supporting Auto refill reminder call system for pharmacy customers
  • Batch jobs built to load data into MS-SQL database. Data pulled as per business logic to make reminder calls
  • Experience in supporting compliance reporting system
  • Creation of automated tool to reduce manual work load and performance improvement
  • Expert in communication skills and bridge management for high severity issues

Confidential, MN

Unix/Oracle Production Support

Tools: Toad for Oracle, Toad for DB2, MS SQL Server, MS Visual Studio, Putty, MS Office, SharePoint, MS Communicator

Technologies / Environments: Oracle, MS SQL Server 2018, .NET

Responsibilities:

  • Creation of design document for pharmacy applications/interfaces
  • .NET, C# application development
  • MS-SQL stored procedure creation for data load
  • Unix shell scripting for automated jobs creation
  • Working with Server tech to create file system and printer queue creation
  • Oracle stored procedure creation for data load
  • Working with testing and business team for test cases creation and execution as per application design
  • Defect analysis and fixing
  • Experience in business report development for business users

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