PROFESSIONAL SUMMARY:

• Software Professional with 7 years of core expertise on Application/Production Support & Functional Testing
• 2 years of experience in Functional/Manual Testing.
• 5 years of experience in Application/Production Support
• Worked for Confidential (Investment Banking on Foreign Exchange Business Trading System)
• Worked for Microsoft (WWW, SLR Redirections, Domain Routing, Content Service platform, Download Centre, FWLink, DMS, and Pubwiz) Tools and MS - Websites.
• Good knowledge in Microsoft MPSD Management Platforms & Service Delivery process.
• Currently, working in Insurance domain (Guidewire: Policy Center & Billing Center)
• Worked in both Tier 1 & Tier 2 environments.
• Extensive Client interaction and process implementation (SLA, TTR, MTTR, TTE and FTR) & ITIL Processes like Incident, Change & Problem Management.
• Involved in Incident management of issues/tickets raised by the customers with core work is on problem management of issues raised
• Communicate issues/resolutions effectively within Microsoft.com Operations as well as Microsoft groups and customers via call and e-mail correspondence
• Responsible for ensuring escalated support and operational issues are resolved within the timeline, tracked according to standards and escalated to other groups as appropriate.
• Experience in Monitoring Microsoft System Center Service Manager (SCSM) tool and resolving high priority issues with in SLA and having knowledge in SCOM.
• Experienced in Deployments/Releases/Testing/Scripts preparation (Prod/Staging/PPE)
• Server monitoring and troubleshooting in Production, Staging and PPE environments to meet availability and uptime requirements.
• Expertise in diagnosing root cause analysis of Production issues and providing resolutions according to the SLA (Service Level Agreements) to customers.
• Analyzing functional and technical cases and providing resolution through the Production Support Procedure (PSP) timescales to ensure customer satisfaction. Followed the SOPs, SLA’s, Issues documented the same as per process while working on a SR’s
• Good knowledge in using MS SQLSERVER 2005 & 2008 R2 and Proficient in PL/SQL, Stored Procedures, Indexes, Views, Cursors and DBA activities etc.,
• Monitoring SQL jobs and replication, running SQL scripts
• Identifying the bugs and resolving it by suitable fixes and raising change requests
• Publishing content on Microsoft Homepage in Content Service platform, Site Permissions, Redirections, handling issues on Blogs and Forums, Communities, Download Centre and Marketing applications.
• Provides front-line support for tiered environment within the Operations Centre to ensure timely and quality customer service is provided to all Microsoft.com platform customers as stated in SLA Agreements
• Hands on experience working on Microsoft’s internal tools like SCSM, OPSTOOL, Pubwiz, Site builder, DMS, FWLink and VAM tool
• Self-starter and team player with excellent communication, problem solving skills, interpersonal, analytical and problem-solving skills with proficiency of grasping new technology quickly and utilize the same in a productive manner
• Good knowledge in Software Development Life Cycle (SDLC & STLC), Test Methodologies & Bug Life Cycle.
• Experienced in Smoke testing, Regression Testing, End-to-End testing, System Testing, Website Testing, Reconciliation Testing, Web based Application Testing, Black-Box etc.
• Good Knowledge in Guide wire Applications (Policy Center, Billing Center & Claim Center)
• Experience in writing test cases and maintaining test scripts as per the business specifications/ functional requirements.
• Validating the Financial reports against the database. DB validation, logging validation and UI validation and Analysis of Defect severity, Defect tracking and Defect reporting using HP-ALM tool.
• Involved in Testing of entire End-to-End process including reports and back-end data validation using SQL queries

TECHNICAL SKILLS:

RDBMS: -MS - SQL Server 2005, 2008 R2 and Oracle

Web Servers: IIS 6/7

Tools: -MSE, SCSM, JIRA, Site scope, VEGA, Opslight, DMS, CSP, FwLink, VLSC, VAM, PUBWIZ, ALM & DOORS etc.

Languages: -UNIX C and C++

Operating System: - Windows 95/98, Windows XP, Windows Vista, Windows 7.

Servers: Windows Server 2003/ 2008.

Web Technologies: XML, HTML, CSS

Networking concepts: FamiliarGuide wire ( Policy Center, Billing Center & Claim Center)

PROFESSIONAL EXPERIENCE:

Confidential, New Jersey

Lead Engineer

Responsibilities:

• Working in both Accounting and Regulatory reporting streams
• Preparation ofHigh & Low level test case scenarios by understanding RSD document.
• Based on sprints, preparation of Test plans & Execution.
• Executing test case and reporting bugs using ALM tool.
• Assigning work to offshore team and getting work done with in SLA.
• Involved in performing ;Smoke testing, System testing, Database testing, Reconciliation testing, and Acceptance testing & Regression testing.
• Involved in Testing of entire End-to-End process including reports and back-end data validation using SQL queries.
• Excellent hands on experience in handling the defects throughout the bug life cycle from detection until resolved using JIRA and HP ALM tool
• Validating Monthly,Quartly & Yearly Accounting Reports
• Providing status report of the whole test team on daily basis.
• Providing sign-off at release times and performing smoke test for the released modules.
• Interaction with Business Analyst, Client’s, API, ETL, DM/DWH, SSRS Reporting and Development teams.

Tools: Application Lifecycle Management(ALM), Guide wire (Policy Center & Billing Center), Database: MSSQL server 2008.

Confidential

Lead Engineer

Responsibilities:

• Involved in Microsoft core website testing and executing test cases
• Preparation of Test Summary, Test Scenarios &Test cases documents
• Executing test case, filing bugs and closure of bugs to the end.
• Smoke testing, System Testing, Acceptance Testing & Regression Testing.
• Defect Tracking using HP ALM tool.
• Analysis of the given requirements and providing estimates.
• Providing status report of the whole test team on daily basis.
• Providing sign-off at release times and performing smoke test for the released modules.
• Interaction with the Client and Development team
• Production support during releases

Tools: System Centre Service Manager (SCSM), Microsoft Service Enterprise-MSE, VEGA and Opslight, Database: MS-SQL server 2008

Confidential

Lead Engineer

Responsibilities:

• Major responsibility as an Application team lead providing real time solutions to complex business related customer queries.
• Responsible to update users on any outage through Notification till issue is resolved. Handling the Major incidents as per Operate process standards and sending the Major incident notification to all product owners.
• Analysing functional and technical cases and providing resolution through the Production Support Procedure (PSP) timescales to ensure customer satisfaction.
• Maintains and monitors Microsoft.com production and Beta environments to meet availability and uptime requirements
• Involved in incident management of issues/tickets raised by the customers with core work is on problem management of issues raised.
• Reacting to critical situations and provide customers with workaround solutions in order to get the systems back on-line as soon as possible.
• Troubleshooting the publishing content on Homepage in Content Service platform, WWW, Site Permissions, and SLR Redirections, handling issues on AMOps, Domain Routing, Download Centre and Marketing applications.
• Actively involved with peers to resolve functional/technical issues which involves:
• WWW.MICROSOFT.COM sites down, tools down and content issues etc.
• Reports related to MS-decisions, MBP etc.
• Creating solution documents where ever necessary.
• Involved in many WebEx sessions with the client to resolve the environment issues.
• Setting up calls with multiple clients and updating the status /providing ETA for the support cases logged.
• Mentoring and new resources in the team.
• Continuous learning of the Microsoft products on different modules.
• Providing L1&L2 support to customers, managing relationship and Service Level Agreements (SLAs) with L3 support team and Supporting Mid / Front office Microsoft related issues.
• Providing information, advice, guidance and updates throughout the support lifecycle in order to assist management to eliminate risks and ensure faster resolution of customer issues.
• Working collaboratively with product management, engineering, quality assurance, professional services, and other members of the product support organization to provide resolutions to reported problems.
• Understanding, analyze and replicate product issues.
• Gathering change enhancements/requirements from customers and forwarding the same to product owners.

Tools: System Center Service Manager (SCSM), Microsoft Service Enterprise-MSE, VEGA Opslight, Database: MS-SQL server 2008

Confidential

Lead Engineer

Responsibilities:

• Responsible for ensuring 100% application availability and completion of database ETLS so that updated data is available to downstream applications.
• Responsible to ensure all the ETLs are completed on time by addressing the SQL job monitoring alerts and ensure weekend jobs are completed so that updated data is available to downstream applications
• Resolving all product issues like WWE, Geneva, MBP Reporting, Execution planning, MASS, Media bank & Brand tools and ET in SLA.
• Identifying, troubleshooting and resolving user issues, logging bugs and enhancement requests in applications which are reviewed by the Engineering teams and solution delivery teams for fix in future release.
• Scheduling and applying monthly security patches on Production and Pre-Production environments and performing smoke test on various Microsoft applications.
• Updating the Incident Ticket with the log work and following up with the Development team for the fixes which are failing frequently tracking to closure.
• Responding to Report requests, Data base queries and Client queries using SQL.
• Liaising with the clients to analyse, determine and document their issues to help make recommendations, provide advice & guidance.
• Ensures all analysts receive the required in Marketing Products and smoke tests etc.,
• Identifying and implementing process improvements. Conducting regular team meetings and events.

Tools: System Center Service Manager (SCSM), VEGA and Opslight, Database: MS-SQL server 2008

Confidential

Software Engineer

Responsibilities:

• Providing L2 Support (functional & technical) for Confidential customers.
• Involved in migration of databases from SQL Server 2000 to SQL Server 2005.
• Identifying the bugs and resolving the bugs by suitable fixes and raising change requests.
• DBA Activities like shrinking the transaction logs, monitoring deadlocks, taking backups and Performance tuning of the transactions and the jobs. Granting and revoking user access and privileges.
• Involved in Requirements study, Development, Testing, Support and documentation.
• Involved in designing DTS Packages in SQL server for downloading the data from external systems.
• Involved in developing a dashboard using ASP and SQL server with a SMS alert system for live monitoring of the system.
• Supported Development team in various phases, testing code and preparing test case reports.
• Provide accurate information to the technical development team in order to allow them to develop enhancements/correct the software and test the fixed functionality to meet customer requirements. Includes creating test plans and executing.
• Prepared KT documents, Run Books, updating Problem Logs for ARCSFX II Support application. Approval, Implementation changes in accounts for ARCSFX CLS Web users.
• Analysis of SQL queries to optimize and enhance the service.

Environment: SQL Server 2000 & 2005, MSMQ, XML and ASP.NET

Confidential

IT Search and Solutions

Responsibilities:

• Providing Support (functional & technical) for Confidential customers.
• Adding new functionality or modules using VB 6.0 in the existing macros sections to address customer requirements
• Debugging the existing VB code in case of any technical issues with the application while runtime.
• Adding or removing a new currency
• Adding a new product (SPREAD /MARKET TYPE) curve to a currency
• Updates to keep Confidential in line with the Shared config (Intraday rates)
• Day to day support of EOD Confidential run
• Interacting with clients and business users of this application.

Technologies: MS-Excel 2003, Macros using VB 6.0, XML